Harness advanced data transformation techniques to create professional reports and dashboards using the Power BI platform for Phone Now's call center data. This project aims to track essential call center metrics, compare performance across regions, analyze trends at the operator or campaign level, and pinpoint high-value clients. The ultimate goal is to offer a visual representation of call center data, empowering informed decision-making and providing strategic insights for optimized operational efficiency.

1. Power BI Desktop
Overall Satisfactory Rating
4.50
0.00 6.81
3.40
4054
Answered Calls
(30.55%)
4.72K (34.21%)
(5.74%)
(26.48%)
(3.02%) 4.22K
0.79K
3.65K
0.42K
Satisfactory Rating
Excellent
Good
Needs Improve…
Satisfactory
Unsatisfactory
946
Unanswered Calls
81.08%
Calls Answered %
67.52
Average Speed Of Answer
Agent Name :
All


5000
Total Calls
Topic :
All


01-01-2021  31-03-2021 
Agent Answered Calls Unanswered Calls Avg Duration Average Speed Of Answer Resolved Satisfactory Rating

Martha 514 124 00:00:30 69.49 461 3.47
Dan 523 110 00:00:31 67.28 471 3.45
Diane 501 132 00:00:34 66.27 452 3.41
Greg 502 122 00:00:31 68.44 455 3.40
Stewart 477 105 00:00:31 66.18 424 3.40
Jim 536 130 00:00:31 66.34 485 3.39
Becky 517 114 00:00:30 65.33 462 3.37
Joe 484 109 00:00:31 70.99 436 3.33
Total 4054 946 00:00:30 67.52 3646 3.40

2. Power BI Desktop
Payment Method
(33.58%)
(22.89%)
(21…)
(21.61%)
2K
2K
2K
2K
Contract Type
Month-to-month
Two year
One year
$64.76
Average Monthly Charges
$2,283.30
Average Yearly Charges
PAYMENT
16.21%
% of Senior Citizens
29.96%
% Dependents
48.30%
% Partner
Paper Billing
(40.78%)
(59.22%)
3K
4K
Male Vs Female
(50.48%)
(49.52%)
50.48%
49.52%
% of Male
% of Female
90%
% Phone Service
39%
% Streaming Movies
38.44%
% Streaming TV
29.02%
% Tech Support
28.67%
% Online Security
34.49%
% Online Backup
34%
% Device Protection
Multiple Lines
3K (48.13%)
3K (42.18%)
1K (9.68%)
Internet Service
2K (34.37%)
3K (43.96%)
2K (21.67%)
Services Customer Signed For
7043
Total Customers Data
1869
Churned Customers
5174
Customers at Risk
3632
Admin Tickets
2955
Tech Tickets
$4,56,116.6
Total Monthly Charges
$1,60,56,168.7
Total Yearly Charges