Turn Call Centre Data into Clear Service Insights
The KmsBI Call Centre Analytics Dashboard Version 1 is a ready-to-use Microsoft Power BI solution designed to help users understand call-centre performance through clear, interactive visual reporting.
The dashboard contains two report pages covering overall call performance and detailed agent-level analysis.
It can be used for Power BI learning, portfolio development, internal business reporting or professional commercial work, depending on the licence selected.
Dashboard Pages
Overview
Analyse overall call-centre performance, including incoming calls, answered calls, resolved calls, abandoned calls, satisfaction score and SLA performance.
Agent Performance
Review performance by individual agent, including answered calls, resolved calls, answer time, satisfaction score and SLA achievement.
Dashboard Features
Answered Calls
Track the total number of answered calls and compare performance over time.
Resolved Calls
Review the number and percentage of calls successfully resolved.
Incoming Calls
Analyse total incoming call volume by month and year.
Abandoned Calls
Monitor dropped or abandoned calls and compare abandonment rates across complaint types.
Satisfaction Score
Review average customer satisfaction and compare actual performance with the target.
SLA and Target
Track service-level achievement against the defined target.
Complaint Type Analysis
Analyse incoming calls and abandonment rates by:
- Delivery
- Quality of service
- Long wait in queue
- General enquiry
- Other
Monthly Call Trends
Compare incoming and answered calls across January to December.
Agent-Level Analysis
Review:
- Agent name
- Answered calls
- Resolved calls
- Average answer time
- Satisfaction score
- SLA percentage
Agent Selection
Filter the report by individual agent to review detailed performance.
Multi-Year Filtering
Filter the report by 2020 and 2021 and select individual months.
Files Included
- Editable Power BI PBIX dashboard
- Call Centre Excel dataset
- Two dashboard preview images
- Getting Started PDF guide
- README file
- Licence information
Using Your Own Data
You may replace the sample Call Centre data with your own operational data.
For the dashboard to continue working correctly, keep the supplied worksheet names, table names, column names and compatible data types.
A different data structure may require changes to Power Query, relationships, DAX measures or report visuals.
Software Requirements
- Microsoft Power BI Desktop
- Microsoft Excel or compatible spreadsheet software
- Windows computer capable of running Power BI Desktop
We recommend using a recent version of Power BI Desktop.
Licence Options
Personal & Learning — $79
Suitable for:
- Learning Power BI
- Personal projects
- Portfolio work
- Practice and training
- Non-commercial use
Business & Commercial — $129
Suitable for:
- Internal company reporting
- Professional business use
- Customisation using company data
- Use in one client project
Both licence options include the same downloadable files.
Digital Delivery
This is a digital product. No physical product will be shipped.
After successful payment, the customer will receive access through:
- The order confirmation page
- The download email
- My Account, where an account has been created
See our Digital Delivery and Refund Policy for full details on download access and return eligibility.
Support
For assistance with file access, missing downloads or problems related to the supplied product, contact:
Customers should include their order number and a clear description of the issue.
Important Notice
This product is supplied as a configurable Power BI template. Results depend on the accuracy, structure and quality of the customer’s data. Some external call-centre datasets may require modifications before they work with the dashboard.
