SELF-INITIATED POWER BI CASE STUDY / 2026

Turning customer-service performance into clearer coaching conversations

Customer-service managers often review several KPIs at the same time. The challenge is not simply finding the numbers, but understanding what they mean together and knowing where to focus attention. This case study shows how I designed a Power BI dashboard that brings the most important performance indicators into one clear, interactive view.

This is an independent portfolio project built with simulated data. It is not an official Odido dashboard and does not contain confidential company information.

This is an independent portfolio project built with simulated data. It does not contain confidential company information.

EXPLORE THE DASHBOARD

VIEW FULL DASHBOARD

ROLE
Dashboard designer and Power BI developer

TOOLS
Power BI / Power Query / DAX

FOCUS
Customer service performance

PROJECT TYPE
Self-initiated portfolio case study

Executive performance overview dashboard with simulated customer service data

FULL EXECUTIVE OVERVIEW — SIMULATED DATA

THE REPORTING PROBLEM

A manager should not need several reports to understand one agent’s performance.

In a typical performance review, a manager may need to check handling time, customer satisfaction, first-contact resolution and sales performance. When these figures are spread across external reporting tools or spreadsheets, preparing for a coaching session becomes slower and the relationship between the KPIs is harder to see.

The goal was to create one place where a manager could quickly move from team performance to the recent performance of one individual agent.

THE CORE KPIS

Four indicators tell different parts of the same performance story.

Close-up of the Average Handling Time KPI card and target

KPI 01 / AVERAGE HANDLING TIME

AHT — Average Handling Time

AHT shows how long an average customer interaction takes. A lower handling time can indicate efficiency, but it should never be viewed on its own. An agent may finish calls quickly while missing important steps, or take slightly longer while solving the issue properly.

MANAGER QUESTION — Is the agent working efficiently without reducing the quality of the conversation?

KPI 02 / FIRST CONTACT RESOLUTION

FCR — First Contact Resolution

FCR measures the percentage of customer issues resolved during the first contact. A high FCR usually means that customers are less likely to call back about the same problem.

MANAGER QUESTION — Is the agent solving the complete customer issue, or are customers likely to contact the company again?

Close-up of the First Contact Resolution KPI card and trend

Close-up of the Net Promoter Score trend and target

KPI 03 / NET PROMOTER SCORE

NPS — Net Promoter Score

NPS reflects how customers rate their experience and how likely they are to recommend the company. It provides an indication of customer sentiment after the interaction. The dashboard places NPS beside its target and shows the weekly trend.

MANAGER QUESTION — How are customers experiencing the conversations, and is that experience changing over time?

KPI 04 / SALES CONVERSION

Sales conversion

Sales conversion shows how often a relevant customer interaction leads to a successful sale. It helps show whether an agent is recognising commercial opportunities during service conversations. The result is shown against the sales target for immediate context.

MANAGER QUESTION — Is the agent recognising suitable opportunities without negatively affecting the customer experience?

Close-up of the sales conversion card and target

INTERPRETING PERFORMANCE

One KPI can look positive while another reveals the real issue.

AHT, FCR, NPS and sales conversion should not be reviewed as isolated scores. The relationship between them often provides more useful information than one number alone.

01 — Low AHT, low FCR

The agent may be completing calls quickly, but customers may need to contact the company again because the full issue was not resolved.

02 — High AHT, strong FCR

The conversations take longer, but the agent may be solving more issues completely during the first contact.

03 — Strong FCR, low NPS

The issue may be technically resolved, while the customer experience during the conversation still needs attention.

04 — Strong service, low sales

The agent may be helping customers effectively but missing relevant moments to introduce a suitable product or service.

The dashboard helps the manager recognise these combinations before deciding what to discuss during a coaching session.

STEP 01 / OVERVIEW

First, understand the overall team result.

Wide dashboard crop showing the four KPI cards and selected context

01 — Current KPI result 02 — Expected target 03 — Colour-coded KPI category 04 — Selected reporting context

01 — Current KPI result

02 — Expected target

03 — Colour-coded KPI category

04 — Selected reporting context

The executive overview gives the manager a quick summary of the four main KPIs. Every result is displayed beside its target, so the page immediately shows where performance is on track and where closer investigation may be needed. The overview is designed to answer the first question: Where should I look next?

STEP 02 / FILTER THE VIEW

Move from the entire team to one agent in a single click.

SELECT AGENT → SELECT FOUR WEEKS → ALL KPI CARDS AND CHARTS UPDATE

Close-up of the Agent and Week slicers in the dashboard

PRACTICAL USE CASE

From scattered reporting to a focused four-week conversation.

From scattered reporting to a coaching session.

01 — BEFORE

Select the agent and the previous four weeks.

02 — REVIEW

Read AHT, FCR, NPS and sales against their targets.

03 — IDENTIFY

Use trends to distinguish a one-off from a recurring pattern.

04 — PREPARE

Choose the performance area that deserves attention.

05 — AGREE

Use the shared view to agree one or two clear focus areas.

During a coaching session, a team manager needed to review an agent’s performance over the previous four weeks. Normally, this would mean opening an external reporting tool, searching for the correct agent, checking separate KPIs and potentially copying results into a spreadsheet. With the dashboard, the manager selects the agent and relevant weeks in one place. The KPI cards and trend charts update immediately, giving a complete view of recent performance and keeping the conversation focused on specific examples rather than disconnected figures.

Dashboard view with KPI cards, trend charts, agent selection and weeks

AGENT SELECTED FOUR-WEEK PERIOD KPIS UPDATED TREND VISIBLE

FINAL RESULT

The complete executive overview

Complete executive customer service dashboard with simulated data

The complete dashboard combines KPI results, targets, team comparisons, performance trends and interactive slicers in one management view.

START A CONVERSATION

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I design Power BI dashboards that turn performance data into focused, practical reporting views.

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