Notes on KPIs, reporting and Power BI
Practical articles from the work: which KPIs matter, how to define them once, and how to stop rebuilding the same report by hand.
10 KPIs every contact center should track
A short reference with a plain-language definition for each KPI and how to calculate it in DAX.
Get the checklist- Reporting Framework
4 Aug 2026Can You Automate SLA Reporting Without Buying New Software?
Yes, with Excel and Power Query. The hard part is the definition: five places SLA reports go wrong, and the Power Query and DAX that fix each one.
- KPI Design
4 Aug 202610 Contact Center KPIs to Track (With Ready DAX Formulas)
Ten contact-center KPIs with a plain definition, a complete DAX measure and the trap to avoid for each, built on one stated data model.
- Reporting Framework
4 Aug 2026Excel or Power BI for KPI Reporting? How to Actually Decide
The platform is rarely the real decision. A practical framework for choosing between Excel and Power BI based on your data sources, audience, and refresh needs.
- KPI Design
25 Jul 2026The 5 KPIs Every Service Team Should Track (and the 3 Most Get Wrong)
FCR, AHT read with quality, service level, segmented CSAT, and occupancy used carefully, plus the 3 mistakes that quietly break most KPI dashboards.
- Reporting Framework
25 Jul 2026From Raw Ticket Data to Executive Dashboard: My Actual Workflow
The 8-step process I actually follow between a raw ticketing export and a dashboard an executive can trust, in the order it actually happens.
- Power BI & DAX
25 Jul 2026Building a Semantic Model for a Contact-Center Power BI Dashboard
Before you write a single DAX measure, the model underneath your Power BI file decides whether your KPIs will ever agree with each other.
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