data · Documented

Call Center KPI Dashboard

Handle time, occupancy, and SLA risk in Excel and Power BI.

Studio plate used on dashboard demo notes — Studio plate from the public dossier. Not a capture of a private interface.

Overview

A business-intelligence dashboard for call-center operations: handle time, occupancy, and SLA risk, built so a team lead can see the day without a new extract.

Problem

Call-center KPIs are known. They are often split across exports, so occupancy and SLA risk are never on the same page as handle time.

Solution

One reporting model in Excel and Power BI, prepared with Power Query, SQL, and pivot tables.

Architecture

Operational KPIs: handle time, occupancy, SLA risk.
Power Query and SQL for preparation.
Excel and Power BI for the reading layer.
Demo 6 in the library.

Technology stack

Excel
Power BI
SQL
Power Query
Pivot Tables

Features

A single view of the three numbers a floor actually manages.

Challenges

SLA definitions differ by desk. The dashboard has to show the definition it used.

Results

Public demo PDF. No center size or improvement percentage is published.

Lessons learned

Three KPIs, defined, beat a wall of gauges.