Agent performance in Power BI

A Power BI project shared publicly this month shows how service teams can track each agent’s ticket volume, service-level agreement compliance, resolution speed and customer satisfaction in one report. (github.com) Power BI is Microsoft’s dashboard software, and teams use it to turn rows of support data into charts, scorecards and drill-down tables. GitHub hosts the underlying project files, so other analysts can inspect the setup and rebuild it in their own environments. (github.com) The shared repository is public and carries an MIT license, which is a permissive open-source license that allows reuse with attribution requirements set by the license text. The GitHub page shows a single main branch, no published releases and no repository description as of April 15, 2026. (github.com 1) (github.com 2) The metrics in the build match the numbers many support managers watch every day: how many tickets arrive, whether teams meet service-level agreement deadlines, how long cases stay open and how customers rate the interaction afterward. Microsoft describes Power BI as a tool for connecting data sources and building interactive reports that can be shared across an organization. (microsoft.com) That combination matters in service operations because each measure answers a different question. Ticket counts show workload, service-level agreement compliance shows whether promised response times were met, resolution time shows process speed, and customer satisfaction shows whether the outcome felt successful to the customer. (atlassian.com) (zendesk.com) (qualtrics.com) Public examples like this also lower the barrier for smaller teams that do not have a dedicated business intelligence staff. GitHub repositories with Power BI files, sample datasets and documentation let analysts start from a working template instead of building every measure and visual from scratch. (github.com 1) (github.com 2) Other public Power BI service dashboards use the same pattern: executive scorecards at the top, then filters for agent, team, category or date to isolate bottlenecks. One recent call center example on GitHub breaks performance into executive, department and team views, with individual agent statistics at the bottom for manager review. (github.com) The limit of any dashboard like this is the data feeding it. If ticket timestamps, resolution flags or customer survey responses are incomplete, the visuals can still look polished while the underlying picture is wrong. Microsoft’s Power BI documentation says reports depend on connected datasets and refresh processes to stay accurate. (learn.microsoft.com) For analysts looking at the project now, the appeal is straightforward: the repository is already public, the file structure is simple, and the core measures map directly to common support-team targets. That makes it a practical reference for anyone trying to turn raw service logs into a working operations dashboard. (github.com)