# Customer Experience KPI Dashboard

## Overview
This interactive Power BI dashboard analyzes customer support metrics to help leadership monitor team performance and customer satisfaction trends.

## Tools Used
- Power BI
- DAX

## What’s Inside
- **KPI Cards** for % tickets resolved, average response time, average resolution time, and average customer rating
- **Bar Charts** breaking down metrics by agent and channel
- **Donut Charts** showing ticket volume by channel
- **Slicers** to filter by Chatbot involvement, channel, and agent for deeper analysis

## Key Insights
- Tickets handled by **Phone** resolved about **15% faster than Email**
- **Agent A** had the highest customer satisfaction rating at **4.32 / 5**
- **Chat requests took the longest to resolve at 39.56 hours**, highlighting opportunities to streamline support workflows or encourage self-service

## How to Use
1. Download and open `customer_experience_dashboard.pbix` in Power BI Desktop.
2. Explore visuals, filters, and DAX measures to see how the data ties together.

## Note
This dashboard uses **synthetic data** for demonstration purposes.

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© Taya Dailey  
[tdailey1121.github.io](https://tdailey1121.github.io)