Call Center Report Visualization (Power BI)

A call center report using Power BI, providing insightful visual representations for decision-makers.

Summary

I gathered the following from the data:

1. At 749, Streaming was the most resolved topic and was 5.64% higher than Contract related, which had the lowest resolved at 709. Streaming accounted for 20.54% of resolved calls.
2. At 536, Jim was the agent with the highest Calls answered and was 12.37% higher than Stewart, which had the lowest Calls answered at 477.  
3. Calls answered and total unanswered calls are positively correlated with each other.  Jim accounted for 13.22% of Calls answered.
4. Calls answered and unanswered calls diverged the most when the agent was Dan, when Calls answered were 413 higher than Unanswered calls.
5. Across all 8 agents, Calls answered per agent ranged from 477 to 536 and resolved calls per agent ranged from 424 to 485.
6. Technical Support accounted for 22.62% of unanswered calls per topic, while streaming accounted for 20.89% of Answered calls per topic.