Call Center Dashboard by National Bank of Pakistan

The "Call Center Dashboard," built using the #RWFD dataset in Tableau, provides a comprehensive view of a fictional call center's performance during March 2024, with a strong emphasis on delivering an intuitive and visually appealing design. This dashboard highlights essential operational metrics, including average customer satisfaction scores, service level agreement (SLA) status, total calls received, daily call trends, total and average call durations, and much more.

To ensure a clear and engaging user experience, the design incorporates diverse and thoughtfully crafted visuals. These include a calendar heat map to track daily call volumes, bar charts that illustrate call patterns by weekday, city, and communication channel, a hex tile map to visualize call distribution across U.S. states, and donut charts that break down call reasons and response time percentages. Additionally, a bar chart is used to present sentiment analysis, offering insights into customer feedback.

The dashboard also offers interactive features, such as filters to view data by call center, and includes a dedicated page for detailed call logs. For added flexibility and usability, light and dark mode options are provided, catering to different viewing preferences. This dashboard combines analytical depth with aesthetic design, making it both functional and visually engaging.