Responsiveness KPI Dashboard (Calls & Cases)
Mar
2022
Problem / Purpose
Leadership needed centralized visibility into responsiveness across client-facing channels, including phone and case activity. Metrics existed in separate systems and lacked consistency or trend reporting.
Solution
Built a company-wide KPI dashboard using raw Salesforce and Amazon Connect data in Snowflake. Created metrics for call responsiveness (answer rate, answer time, voicemails) and case handling (resolution time, reopen rate, case flow). Final dashboard built in Tableau with summary and trend tabs, definitions, and filters. Maintained usage for 1–2 years.
Key Achievements / Impact
Delivered a unified dashboard used across the organization for tracking responsiveness KPIs. Enabled visibility into both near-real-time metrics and historical trends. Supported operational monitoring and performance review across departments.
Key Technologies / Tools Used
Snowflake, Amazon Connect, Salesforce, Tableau, Data Modeling, KPI, Dashboard Design, SQL
Role
Data Scientist
ProService Hawaii