Operations · Power BI template

Call Centre Operations Power BI template

Dark Power BI call centre wallboard template: six live KPI tiles, calls offered vs answered by interval, service-level gauge and agent states.

By · Founder & Reliability Engineer · Updated

Free for commercial use

Light version: same layout, colours re-solved and checked for WCAG AA contrast.

Call Centre Operations Power BI dashboard template: 6 KPI cards, a line chart, a gauge, a column chart and a table on a 1280×720 page

BetaOpens in Power BI Desktop with 5 tables of sample data and every visual bound. See what’s inside

Free, no sign-up. The PBIP with sample data includes the background, theme and a README. 1920×1080 fits a new page in a Fluent 2 report; 1280×720 and 2× fit Classic pages. Downloads carry a small “Made with VizForge” mark (sign in to the studio to remove it).

Customise in the design studio →
Layout
Wallboard: 3×2 KPI tiles beside an interval trend, gauge + bars + agent table
Page size
1280×720 px (16:9, Power BI default)
Theme
Carbon Neon

Open the sample-data PBIP in Power BI Desktop

Checked against Microsoft Learn's Power BI Desktop projects documentation (as of Nov 2026).

  1. 1

    Unzip to a short path and open the .pbip

    Extract the zip to a short local folder such as C:\PBI (Windows limits project paths to 260 characters, and Desktop can't save a project straight to OneDrive or SharePoint), then double-click the .pbip file or use File → Open in Power BI Desktop. Microsoft still lists projects and TMDL as preview features (as of Nov 2026): if Desktop won't open the project, go to File → Options and settings → Options → Preview features, tick “Power BI Project (.pbip) save option” and “Store semantic model using TMDL format”, then restart Desktop.

  2. 2

    Select Refresh once

    The project ships without the local data cache (.pbi/cache.abf), so Desktop opens the full model definition without data. Select Home → Refresh: every table is built from values written into its Power Query step, so there is no data source to sign in to.

  3. 3

    Save as .pbix or connect your data

    Use File → Save as to keep a single .pbix file, or open Transform data and replace each table's Source step with your own query, keeping the column names so the measures and visuals keep working.

What’s inside the Call Center sample model

Rendered from the same definition the download writes as TMDL, so this list always matches the file.

Tables
5
Fact rows
480
DAX measures
10

A two-queue contact centre for the week of 26–30 Oct 2026 in 15-minute intervals (08:00–20:00), plus a snapshot of the queues and twelve agents' current states for the real-time cards. Units: Calls as counts; times in seconds; service level is calls answered within 20 seconds over calls offered.

Tables and columns

Calendar

Date table · 2026, one row per day

Date table generated in Power Query (List.Dates), marked as the model's date table.

  • Date (date)
  • Year (whole number)
  • Quarter (text)
  • Month (text)
  • Month Name (text)
  • Week Start (date)
  • Weekday (text)
  • Fiscal Year (text)

Queue

Dimension · 2 rows

Call queues with the live snapshot of waiting calls.

  • Queue (text)
  • Calls Waiting (whole number)
  • Longest Wait Secs (whole number)

Interval

Dimension · 48 rows

15-minute intervals of the trading day.

  • Interval (text)

Agent State

Dimension · 12 rows

Current state of each agent (snapshot taken at 15:42 on 30 Oct 2026).

  • Agent (text)
  • Queue (text)
  • State (text)
  • Minutes In State (whole number)
  • Calls Today (whole number)

Interval Stats

Fact · 480 rows

Calls offered, answered, answered within 20 seconds and abandoned per queue per 15-minute interval.

  • Date (date)
  • Interval (text)
  • Hour (whole number)
  • Queue (text)
  • Offered (whole number)
  • Answered (whole number)
  • Answered In 20s (whole number)
  • Abandoned (whole number)
  • Handle Secs (whole number)

Relationships

Many-to-one, single direction. Inactive relationships are switched on inside a measure with USERELATIONSHIP.

  • 'Interval Stats'[Date] → 'Calendar'[Date]
  • 'Interval Stats'[Queue] → Queue[Queue]
  • 'Interval Stats'[Interval] → Interval[Interval]
  • 'Agent State'[Queue] → Queue[Queue]

DAX measures

All measures live in a dedicated Key Measures table. Copy any of them into your own model; rename the table and column references to match.

Calls OfferedCalls that reached a queue.
Calls Offered =
SUM ( 'Interval Stats'[Offered] )

Format string: #,0

Calls AnsweredCalls answered by an agent.
Calls Answered =
SUM ( 'Interval Stats'[Answered] )

Format string: #,0

Service LevelAnswered within 20 seconds over offered (the 80/20 standard).
Service Level =
DIVIDE ( SUM ( 'Interval Stats'[Answered In 20s] ), [Calls Offered] )

Format string: 0.0%

Abandon RateCallers who hung up before an answer.
Abandon Rate =
DIVIDE ( SUM ( 'Interval Stats'[Abandoned] ), [Calls Offered] )

Format string: 0.0%

Avg Handle Time (secs)Talk, hold and wrap time per answered call.
Avg Handle Time (secs) =
DIVIDE ( SUM ( 'Interval Stats'[Handle Secs] ), [Calls Answered] )

Format string: #,0

Calls WaitingCallers in queue right now (snapshot).
Calls Waiting =
SUM ( Queue[Calls Waiting] )

Format string: #,0

Longest Wait (secs)Longest current wait (snapshot).
Longest Wait (secs) =
MAX ( Queue[Longest Wait Secs] )

Format string: #,0

Agents AvailableAgents ready for a call (snapshot).
Agents Available =
CALCULATE ( COUNTROWS ( 'Agent State' ), 'Agent State'[State] = "Available" )

Format string: #,0

Service Level Target80% within 20 seconds.
Service Level Target =
0.8

Format string: 0%

Gauge MaxGauge maximum (100%).
Gauge Max =
1

Format string: 0%

What each visual is bound to

The PBIP opens with these fields already on each visual.

Field bindings per visual
VisualFields
Calls waitingCard[Calls Waiting]
Longest waitCard[Longest Wait (secs)]
Service levelCard[Service Level]
Calls offered vs answeredLine chartInterval[Interval], [Calls Offered], [Calls Answered]
Abandon rateCard[Abandon Rate]
Avg handle timeCard[Avg Handle Time (secs)]
Agents availableCard[Agents Available]
Service level (80/20)Gauge[Service Level], [Service Level Target], [Gauge Max]
Abandon rate by hourColumn chart'Interval Stats'[Hour], [Abandon Rate]
Agent statesTable'Agent State'[Agent], 'Agent State'[Queue], 'Agent State'[State], 'Agent State'[Minutes In State], 'Agent State'[Calls Today]

Questions this dashboard answers

Each one is answered by a visual on the page, from the sample model's own tables and measures.

About this dashboard layout

This is a wallboard, designed to be read from across a room. Six KPI tiles in a 3×2 block (calls waiting, longest wait, service level, abandon rate, average handle time and agents available) each get 176 by 136 pixels, enough for a 40pt value. Set the card callout font to at least 36pt and drop the category label size to 11pt; on a TV the value is all anyone reads.

Next to the tiles, a line chart of calls offered against calls answered in 15-minute intervals shows whether the floor is keeping up. The gap between the two lines is the queue. Below, a gauge for service level (the classic 80% answered within 20 seconds), a column chart of abandon rate by hour and a table of agent states.

For a live wallboard, use DirectQuery or a push/streaming source and turn on automatic page refresh (Format page → Page refresh). The header says how often the page refreshes so nobody mistakes a stale screen for a quiet queue.

Carbon Neon's bright data colours on near-black are tuned for exactly this: high-contrast values that stay readable at a distance and don't bloom on cheap office TVs.

Visuals on the page

Positions are Power BI page pixels. Enter them in Format → General → Properties → Size and position, or use the PBIP download where they are already set.

Visual positions in the Call Centre Operations template
VisualTypeXYWidthHeight
Calls waitingCard40120152104
Longest waitCard240120144104
Service levelCard432120144104
Calls offered vs answeredLine chart624120616256
Abandon rateCard40272152104
Avg handle timeCard240272144104
Agents availableCard432272144104
Service level (80/20)Gauge40424272256
Abandon rate by hourColumn chart360424416256
Agent statesTable824424416256

Custom visuals for this layout

Built-in Power BI visuals cover most slots above. These slots also suit a custom visual; each page covers the data shape, DAX and a prompt to generate it as a .pbiviz.

Already have a report?

Brand Makeover tries Call Centre Operations first on every page of your Power BI project (.pbip zip) where it fits: the page's visuals have to go into its 10 data slots without overlaps. Pages it can't seat get another catalog layout or a brand grid. Queries, filters and bookmarks are left as they are. Free, in your browser.

Opens with the Analyst / Dense preset, because the Executive preset doesn't use this layout (10 data slots; this preset uses templates with at most 7).

Restyle my report into this

Swap a slot for a custom visual

Pick any slot and VizForge AI writes a custom visual (.pbiviz, with TypeScript source) sized to it, in this template's colours and shaped for the fields it is bound to.

Generate one that fits this layout.

Card · 152×104 px · bound to [Calls Waiting]

1, 2 or 5 credits depending on the brief · 5 free on signup. Sign in or create a free account on the next screen; the brief is saved for 30 minutes.

Brief sent to the generator (you can edit it there)

A Power BI card visual titled "Calls waiting". It sits in a 152×104 px slot on a designed report page. Match the report's brand: data colours #C6FF3D, #FF3DAD, #3DD6FF, #A26BFF, #FF9A3D, #3DFFB0; background #15151C; text #F4F4F8; font Segoe UI. Transparent visual background so the page design shows through; no visual border. In the sample model it is bound to [Calls Waiting]; keep the same data roles so the fields drop straight in.

Not sure what to build? Browse the visual catalog or open the template in the design studio and hand off any slot from there. Or start in the AI generator with a blank brief.

Colours and theme

Carbon Neon

Neon-on-carbon dark Power BI theme: electric lime, magenta, cyan and violet data colours on near-black for gaming, esports, tech-startup and launch dashboards.

See the Carbon Neon palette and contrast checks →

Use the background in an existing report

Prefer to keep your own report? Apply the design to it instead of opening the PBIP.

  1. 1

    Download the background

    Take the 1920×1080 PNG for a new page in a Fluent 2 report (the default size for new pages), or the 2× PNG (2560×1440) for sharp text on a 1280×720 Classic page. Power BI scales the image to the canvas.

  2. 2

    Set the canvas background

    Format page → Canvas background → Browse. Set Image fit to Fill and transparency to 0%.

  3. 3

    Import the theme

    Design ribbon → Import theme (in the Power BI service: View → Theme pane), then pick the downloaded JSON. Data colours and fonts now match the design. Older Desktop builds: View → Themes → Browse for themes.

  4. 4

    Place your visuals

    Size each visual to the positions above with background and border off, or open the PBIP project where they are already placed.

Questions about this template

Does the Call Centre Operations template come with sample data?

Yes. The “PBIP with sample data” download contains a semantic model with 5 tables and 10 DAX measures, and every visual on the page is already bound to it. The sample: A two-queue contact centre for the week of 26–30 Oct 2026 in 15-minute intervals (08:00–20:00), plus a snapshot of the queues and twelve agents' current states for the real-time cards. The data is written into each table's Power Query step, so there is no data source or sign-in.

Is it a .pbix file?

It is a Power BI project (PBIP): a folder of text files that Power BI Desktop opens like a .pbix. Open the .pbip file, select Refresh once to load the sample rows, then use File → Save as if you want a single .pbix.

What visuals are in the Call Centre Operations template?

The page has 10 visual areas: 6 cards, 1 line chart, 1 gauge, 1 column chart, 1 table. Their exact positions are listed on this page so you can match them in Power BI's Format → General → Properties panel, or skip that step by downloading the PBIP project.

Which theme does the Call Centre Operations template use?

It ships with the Carbon Neon theme (dark tone). Download the theme JSON here, or open the template in the design studio and switch to any other theme or your own brand colours.

Is there a light version of the Call Centre Operations template?

Yes. Switch the preview to Light and every download (background, theme JSON and PBIP) comes in that version. The layout is identical; the page, card and text colours are re-solved for a light page, and the accent, status and data colours keep their hues but are adjusted until text meets WCAG AA (4.5:1) and chart colours reach 3:1 against the cards.

How do I use the background image in Power BI Desktop?

Select the page, open Format page → Canvas background, choose Browse and pick the PNG, then set Image fit to Fill and transparency to 0%. Give your visuals a transparent background and no border so the designed panels show through.

Can I open the PBIP project in Power BI Desktop?

Yes. PBIR is the default report format in Power BI Desktop since September 2026, and the download is a PBIP project: unzip it and open the .pbip file, select Refresh once and the sample data loads into visuals that are already bound (the empty PBIP leaves the containers unbound for your own data). Microsoft still lists projects and TMDL as preview features (as of Nov 2026), so if Desktop won't open it, enable them under File → Options and settings → Options → Preview features.

Dashboard guides that use these visuals

Guides to the same dashboard job: which custom visuals it needs, the DAX behind them and prompts to generate them.

KPI cards for this layout

Headline numbers drawn by one DAX SVG measure each, for the Card visual or a table row.

Designs made for this template’s KPI slots: SLA streak (win/loss), Peak period columns. Browse all styles in the KPI card gallery or build your own in the SVG measure builder.

Related templates

Keep exploring

Dashboard templates

61 hand-designed Power BI page layouts by department.

Power BI themes

80 contrast-checked theme JSON files, light and dark.

Background images

Page backgrounds at 1280×720 and 1920×1080 with visual positions.

Power BI icons

3,034 icons in 40 categories as SVG, PNG, DAX or theme icon JSON.

Make the Call Centre Operations template yours

Swap in your brand colours and logo, move panels, add icons and generate missing visuals with AI, then export the background, theme JSON and PBIP project.

Open in the design studio →Browse templates

The design studio for Power BI. Free, in your browser, no sign-up.