Customer satisfaction isn’t just a goal—it’s the foundation of lasting success. That’s why the Customer Service Dashboard in Power BI was built: to help you measure, analyze, and optimize your customer service operations with clarity and speed.

Whether you manage a call center, a support desk, or a multi-location service team, this ready-to-use Power BI dashboard enables real-time visibility into tickets, resolution efficiency, agent performance, and customer satisfaction metrics—all in one dynamic workspace.

Key Features of the Dashboard

This interactive Power BI file includes five detailed sheets, each offering focused insights into different customer service KPIs:

1. Overview Sheet Tab

• Cards:
  Number of Tickets
  Average Satisfaction Score
  Average Resolution Days
  Reopened Case %
  First Contact Resolution %

• Charts:
  Tickets by Priority
  Tickets by Issue Type
  Reopened Case % by Location

Gain a comprehensive snapshot of service operations at a glance!

2. Resolution Metrics Sheet Tab

• Avg. Resolution Days by:

  • Issue Type

  • Channel (email, phone, chat)

  • Location

Identify where delays happen and take action faster.

3. Customer Satisfaction Sheet Tab

• Satisfaction Score by:

  • Issue Type

  • Channel

  • Location

Pinpoint the root causes of low satisfaction and prioritize improvements.

4. Agent Performance Sheet Tab

• Track:

  • of Tickets per Agent

  • Average Resolution Days per Agent

  • Satisfaction Score per Agent

Use this to balance workloads, guide training, and boost team productivity.

5. Issue Type Analysis Sheet Tab

• Charts for:

  • Avg. Satisfaction Score by Issue Type

  • Reopened Case % by Issue Type

  • First Contact Resolution % by Issue Type

Discover patterns in recurring problems and reduce ticket volumes over time.

Advantages of Using This Power BI Dashboard

Real-Time Insights
Get up-to-date performance data with every refresh.

Custom Filters & Slicers
Slice and dice by date, region, priority, or agent to find targeted answers quickly.

Comprehensive Monitoring
Track everything from tickets to trends in satisfaction—all in one centralized tool.

Visually Engaging Layout
Cards, charts, and tables bring your customer support KPIs to life.

Informed Decision-Making
Make strategic improvements based on facts—not assumptions.

Best Practices for Success

Update data regularly for accurate insights
Monitor KPIs like First Contact Resolution & Satisfaction Score
Use Agent Performance data to improve team training
Share dashboard with stakeholders for transparent reporting
Schedule weekly reviews to act on real-time trends

Who Should Use This Dashboard?

• Customer Support Managers

• Call Center Supervisors

• Business Intelligence Analysts

• Operations Teams

• CX Strategists

Whether you’re managing a local helpdesk or a global support team, this tool is essential for keeping service quality high and customers happy.

Read the detailed blog post

Learn How to Use It

Watch the full step-by-step video tutorial on our YouTube channel:
youtube.com/@PKAnExcelExpert