Supporting Call Centre Teams with Smarter Reporting in Power BI

Call centre agents were using a basic system that tracked performance but lacked role-based access. Managers, team leaders, and agents all had access to the same data, leading to confusion and inefficiencies. Our client needed a dynamic Power BI report that automatically adjusted data visibility based on role:

Call Centre Agents

 See their own
performance data only.

The benefits of using Quorum for data insights included:

Seamless Adaptation to
Organisational Changes

The client wanted to consolidate all data access and visibility needs into one comprehensive Power BI report.

This report should automatically display the necessary data based on the user’s level of access, accommodating changes as call centre agents move between teams, join or leave the organisation. Changes would need to be managed by the data structure, which the client could maintain themselves.

Our Solution

To ensure that every team member had the right level of insight, we implemented Power BI’s Row Level Security (RLS) with a hierarchical data structure. This allowed each employee to access only the information they needed to do their job effectively.

Our approach included:

Building a User Table with Hierarchical Relationships: Each user record included a ‘reports to’ field, mapping out the organisational structure from agents up to the call centre manager.

Applying Dynamic Row-Level Security with DAX: Using Data Analytics Expressions (DAX), we configured RLS to automatically determine what data each user could see based on their role.

Enabling Seamless Drill-Down Reporting: A custom visualisation allowed managers to drill down from a high-level view of call centre performance into team-level and individual agent statistics.

Ensuring Easy Maintenance: When employees moved teams or were promoted, their data access was updated simply by modifying a single user record – no report changes required.

Benefits

As we demonstrated to the customer, if a call centre agent moves from one team to another, the agent’s visibility could be adjusted by changing the user’s record. The same applies when changing a call centre agent to a Team Leader, requiring only a simple update and a simple change to the user record. The report would automatically reflect these changes the next time it was opened.

This solution didn’t just streamline reporting; it made life easier for call centre employees at every level:

Empowering Managers to Lead Effectively: With full visibility into team performance, managers could provide better support, coaching, and recognition where it was needed most.

Reducing Stress for Team Leaders: Leaders could focus on developing their own teams without worrying about managing excess data or navigating complicated reports.

Helping Agents Stay Focused and Motivated: By only seeing their own performance metrics, agents could track their progress without comparing themselves to others or feeling overwhelmed.

Saving Time and Effort: A single report meant less administrative overhead, ensuring that reporting worked for the team, not the other way around.