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PowerBi Service Analytics Dashboard
Project Type
Photography
Date
April 2023
This project involved the creation of an expansive & complex Power BI dashboard, specifically designed for the service and operations team. This dashboard focused on providing detailed insights into customer support activities and the overall performance of the support team.
Key features and functionalities:
Performance Metrics: The dashboard showcased essential metrics such as customer satisfaction scores (CSAT), net promoter scores (NPS), and the total number of open cases per support representative.
Trend Analysis: It enabled trend analysis by displaying week-over-week performance data for each support team and individual representatives, highlighting their case closure rates and overall efficiency.
Customer Portal Insights: The dashboard incorporated data from the customer portal, including page views, software download statistics, document views, and customer engagement with the knowledge base and discussion boards. This provided a comprehensive understanding of customer interactions and self-service utilization.