Universe CC – Talkdesk × Power BI Integration

My Role & Responsibilities

As Data Project Manager, I led the initiative from discovery to rollout, ensuring alignment between technical feasibility, business goals, and user needs.

My responsibilities included:

• - Defining the scope and functional requirements of the Universe CC product.
• - Designing the data pipeline architecture from Talkdesk API to Power BI dashboards.
• - Collaborating with Data Services, Governance, and Quality teams to ensure standardization of metrics.
• - Managing stakeholders, timelines, and dependencies across multiple departments.
• - Structuring the dashboard logic, KPIs, and visual hierarchy for different audiences (management vs. agents).
• - Ensuring scalability and reusability for future data products (Universe Sales, Universe Quality).

This role required balancing technical depth and product leadership, ensuring every data flow translated into business value and usability.

Problem/Opportunity

Iberostar’s call center operated across multiple languages, regions, and booking systems, creating silos of inconsistent data.

Each team managed its own reports in Excel or Google Sheets, leading to:

• 1. Data inconsistency: KPIs like “contacts handled” or “conversion rate” varied between teams.
• 2. Manual workload: Analysts spent hours consolidating reports instead of analyzing insights.
• 3. Low visibility: No real-time overview of service quality, queue time, or lost opportunities.
• 4. No data governance: No standardized structure for fields, naming conventions, or refresh cadence.

In essence, the company had data — but not clarity. Universe CC was created to turn that operational noise into structured intelligence.

Hypothesis

If we unify Talkdesk data into a single governed model and make it accessible through Power BI, teams will be able to monitor performance, detect inefficiencies in real time, and take corrective actions faster — improving both service quality and revenue opportunities.

The hypothesis focused not only on visibility, but on empowerment: enabling teams to self-serve data and make informed decisions without technical dependencies.

Research & Process

• 1. Discovery Phase
• - Conducted stakeholder interviews across departments (Quality, Sales, Operations, CX).
• - Identified core use cases and pain points (queue time monitoring, agent performance, missed call detection).
• - Defined success metrics: report automation, adoption rate, reduction in manual time, and SLA improvement.


• 2. Source Analysis & Data Mapping
• - Audited Talkdesk API endpoints and defined relevant fields: Call ID, Queue Start Time, Ring Group, Agent ID, Disposition Code, Handle Time, Wait Time, Outcome.
• - Detected inconsistencies in call labeling and regional taxonomies that required normalization.


• 3. Data Architecture Design
• - Designed the ETL flow: extraction from Talkdesk API → transformation in Azure Data Factory → storage in Lakehouse → visualization in Power BI.
• - Created a star schema model with key tables


• 4. Dashboard Design
• - Built multi-layer views in Power BI
• - Ensured responsive layout, filters by language, and drill-through capabilities for supervisors.


• 5. Validation & Governance
• - Collaborated with the Data Governance team to standardize naming conventions.
• - Documented the data lineage, refresh policies, and metadata catalog in Confluence.

Solution

Universe CC became a central Power BI ecosystem connected directly to Talkdesk’s live API, updated daily. It transformed fragmented reports into a unified, governed dashboard accessible to all relevant teams.

• Global View: 360º visibility of all contact center operations in real time.
• Automated Reporting: No manual Excel files or version mismatches.
• Performance Tracking: Comparison by region, language, and campaign.
• Alert System: Integration with Microsoft Fabric’s Data Activator to trigger notifications on SLA breaches or queue spikes.

The dashboard democratized access to operational data — turning what used to be reactive reporting into proactive insight.

Results & Impact

Business Impact Highlights:

• - Full standardization of KPIs across global teams.
• - Increased operational visibility for managers, enabling faster decision-making.
• - Enhanced cross-department collaboration through a single reporting language.

This project was a concrete step in operationalizing Iberostar’s data strategy — bridging governance, analytics, and design thinking.

Insights & Learnings

Universe CC taught me that building a data product goes far beyond dashboards — it’s about change management and adoption.

Key insights:

• - Data without trust has no value. Governance and transparency were essential to drive adoption.
• - UX matters in data tools. Clear hierarchies, intuitive filters, and visual simplicity increased user engagement.
• - Cross-team alignment is a design task. The most complex part wasn’t coding; it was ensuring all stakeholders spoke the same data language.
• - Product thinking applies to data ecosystems. Treating dashboards as products —with discovery, iteration, and feedback loops— ensures continuous evolution.

This project shifted my approach from delivering reports to building data experiences — structured, scalable, and centered on real user needs.