AHT
How long does an average customer conversation take, and where does handling time differ?
POWER BI CASE / SAMPLE DATA
Four customer-service KPIs in one view.
This Power BI dashboard combines average handling time (AHT), first-contact resolution (FCR), Net Promoter Score (NPS) and sales conversion. Together, they show the balance between efficiency, service quality and commercial performance.
Built by 77Insights with simulated data. No client data is used.
01 / MANAGEMENT QUESTION
What can a manager check?
FCR
How often is the customer's question solved during the first contact?
NPS
How likely are customers to recommend the service, and how does that score change over time?
Sales conversion
How often does a suitable offer lead to a sale?
02 / FILTERING
From the full team to one period or employee.
The filters update the figures and charts together. This makes it easier to prepare a team review without comparing several exports.
03 / RELATIONSHIPS
Read the KPIs together
A low AHT is not automatically positive. If FCR or NPS falls at the same time, conversations may be ending too quickly. The dashboard makes those relationships easier to compare.
INTRODUCTION
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