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Data Analytics

Call Center Performance Dashboard (Excel)

Comprehensive Excel dashboard for call center analytics tracking 11 KPIs: agent performance, satisfaction rates, call resolution, daily call counts and dynamic filtering by month and resolution status.

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Dataset

Call Center Dataset (agent performance, call logs, satisfaction scores)

Approach

Full data pipeline: verification → cleaning → transformation → analysis → visualization with interactive slicers

Tech Stack
Microsoft ExcelPivot TablesSlicersDynamic ChartsConditional Formatting
Keywords
ExcelKPI DashboardCall Center AnalyticsSlicersData VisualizationBusiness Intelligence
Visualizations2 Charts
Deep Dive

Call Center Performance Dashboard is a professional Excel analytics solution monitoring 11 comprehensive KPIs.

KPIs tracked:

  1. ▸Calls and satisfaction per agent
  2. ▸Top-performing agents identification
  3. ▸Call answer rate percentage
  4. ▸Average customer satisfaction level
  5. ▸Answered calls breakdown (Yes/No)
  6. ▸Total call volume
  7. ▸Average conversation duration
  8. ▸Average call response time
  9. ▸Daily resolved call count
  10. ▸Calls by topic with satisfaction correlation
  11. ▸Dynamic month and resolution status filters

Features:

  • ▸Interactive Slicers: filter by month, agent, call topic, or resolution status
  • ▸Dynamic charts updating in real-time based on slicer selections
  • ▸KPI cards for quick metric visualization
  • ▸Full pipeline: data verification → cleaning → transformation → analysis → visualization
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