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Telecom Customer Operations Decision Hub

Live site

A source-driven portfolio product for operational decision support.

About

This portfolio product is inspired by the PwC Switzerland Power BI in Data Analytics virtual case experience on Forage. It extends the three case themes into a browser-based decision hub that communicates findings, evidence, and practical next steps for stakeholders.

It is not commissioned, endorsed by, or affiliated with PwC.

Live product

Visit the Telecom Customer Operations Decision Hub.

Decision areas

Area Product focus Source material
Service operations Call demand, resolution outcomes, and agent performance Task 1: Call Centre Trends
Customer retention Churn risk signals, customer segments, and intervention priorities Task 2: Customer Retention
Diversity & inclusion Representation, promotions, performance, and turnover context Task 3: Diversity & Inclusion

How the hub is built

The hub is a static, source-driven reporting product. scripts/analyze_case_data.py reads the supplied source workbooks and produces site/data/case-metrics.json. The site then renders those metrics as native browser charts, tables, and recommended decision actions.

The live hub is deliberately different from the original Power BI reference files:

  • The web product is publicly viewable, responsive, and designed for concise stakeholder reporting.
  • The .pbix files remain in the task folders as historical reference materials that can be opened in Power BI Desktop.
  • Original screenshots in README assests are retained as portfolio evidence; the live charts are calculated from the supplied workbooks rather than embedded from an external dashboard service.

The three decision areas covered by the hub

Run locally

Prerequisites: Node.js 20+ and Python 3 with pandas available.

npm run analyze
npm run build
npm run preview

analyze regenerates the auditable metrics JSON, build creates the static dist output, and preview prints the local URL to open.

Deploy to GitHub Pages

The repository uses the existing manual Deploy GitHub Pages workflow.

  1. Push the intended commit to main.
  2. In GitHub, open Actions and select Deploy GitHub Pages.
  3. Choose Run workflow, retaining the main branch.
  4. After the run succeeds, verify the live hub.

The workflow regenerates the static site and deploys its artifact; do not commit dist.

Evidence and limitations

  • This is portfolio-case data, not a live telecom operating system or a production decision engine.
  • The visual relationships are descriptive associations; they do not establish causality.
  • The supplied Diversity & Inclusion PBIX reference reports 10.1% turnover. The supplied workbook calculates 9.4% (47 of 500 FY20 leavers); the web hub displays the auditable workbook result and calls out this reconciliation.

License and case-material notice

Author-created code and documentation are available under the MIT License. The supplied workbooks, PBIX files, reference screenshots, external marks, and other case materials are excluded from that grant; see NOTICE.md.