Power BI Dashboards for Call Center Insights
Discover how Five9 automated call center reporting and gained real-time performance insights using SQL Server and Power BI.
About Five9
Five9 is a U.S.-based cloud contact center provider. Despite using SQL Server for core data storage, their reporting was fragmented and heavily manual—slowing down decision-making and limiting visibility into campaign and agent performance.At a Glance
- Industry: Call Center / Customer Support
- Company Type: Cloud Contact Center Provider
- Location: United States
- Engagement Model: Project-Based
- Duration: 1 Year
- Tech Stack: SQL Server, Power BI
The Visibility Gap
- No unified view of campaign performance
- Inability to track agent metrics over time
- Difficulty distinguishing between abandoned and successful calls
- Inconsistent reporting across departments
- Manual data pulls and error-prone spreadsheets
- No access control for different business units
Tech Stack – What We Used & Why
| Tool | Purpose & Fit |
|---|---|
| SQL Server | Existing call data warehouse. We optimized views and backend performance to support enterprise-grade analytics. |
| Power BI | Leveraged via Microsoft 365 license. Enabled secure, role-based dashboards with zero added licensing cost. |
The Team
| Role | Responsibility |
|---|---|
| 1× SQL Developer | Data modeling, optimized queries, backend tuning |
| 1× Power BI Specialist | Dashboard creation, UX design, access configuration |
The Fix
1. Unified Data Access Across Teams
- Consolidated all campaign, agent, and call data into a normalized SQL schema
- Created secure views for department-specific visibility
- Implemented user roles in Power BI for access-level enforcement
2. Delivered Deep Campaign & Agent Insights
- Built live dashboards to monitor campaign KPIs
- Added agent-level metrics like call volume, connection rate, and productivity
- Visualized call outcomes in real time (abandoned, missed, completed)
3. Automated Reporting & Alerts
- Replaced spreadsheets with automated Power BI workflows
- Scheduled refresh cycles and anomaly detection
- Enabled drill-down access for managers without IT involvement
The Impact
- Role-based dashboards accessible across departments
- Instant answers to campaign and agent-level questions
- Complete removal of manual report generation
- Scalable foundation for future BI expansion
| Metric | Before | After |
|---|---|---|
| Weekly Report Generation Time | ~4–5 Hours | Under 10 Minutes |
| Reporting Accuracy | Inconsistent | Fully Standardized |
| Visibility Across Departments | Fragmented | Role-Based & Unified |
| Manual Reporting Dependency | High | Eliminated |
With a real-time, role-based dashboard structure, Five9 makes faster operational decisions and improves call center efficiency from the ground up.
What’s Next for Five9?
- Integrate CSAT and NPS metrics for performance feedback
- Add live call monitoring dashboards for QA and training
- Expand reporting to cover multi-region call centers
Still Reporting Your Call Center Metrics Manually?
We help call centers turn their data into insights—fast, accurate, and role-specific.
Client Feedback
“ What used to take hours now takes minutes—and the accuracy is night and day. Our teams finally have the insights they need to run smarter, not harder.”
