Want to build professional Power BI reports and grow your portfolio?

Prizes 🏆

• The best report using ZoomCharts visuals will receive a $300 Amazon Gift Card.
• Being selected in the Top 5 grants you +10 free downloads from the Power BI Report Gallery.
• All FP20 Analytics challenge participants also compete for prizes from Skillwave, The Data Vis Force, and Enterprise DNA.

Live Winner Announcement

Winners will be announced during a special live webinar. Join the winner announcement and top submissions review to see standout reports, learn from the best entries, and celebrate the challenge results.

Report Requirements

• To participate in this challenge, create a Power BI report that includes at least two ZoomCharts Drill Down Visuals on one report page.
• Reports are limited to a maximum of 3 pages.
• Use a 16:9 Power BI canvas or a Full HD canvas at 1920 x 1080 pixels.

For details on how entries will be evaluated, please refer to the Judging Criteria section above.

Challenge Brief

In the FP20 Analytics & ZoomCharts Power BI Challenge 42, you will analyze 12,000 customer-support tickets created between January 2025 and September 2026.

The dataset covers live chat, email, and messaging interactions handled through AI-only, AI-to-human, and human-only support paths. It includes resolution outcomes, repeat contacts, response and queue times, SLA performance, customer satisfaction, escalation reasons, and support costs.

Your task is to build an interactive Power BI customer support analytics report that turns this data into meaningful business insights.

Your goal is to help support leaders understand where AI delivers value, when human assistance is needed, and how routing decisions affect the customer experience. Identify which issues, products, channels, and customer segments produce the best outcomes and where the support process needs improvement.

The AI Agents Customer Support Dataset contains 12,000 customer-support tickets covering interactions from January 2025 to September 2026.

The available analysis areas include:

• Support channels, including live chat, email, and messaging
• AI-only, AI-to-human, and human-only support journeys
• Customer issues, products, regions, languages, and customer segments
• Ticket resolution outcomes and repeat contacts
• First-response, queue, handling, and resolution times
• SLA performance and customer satisfaction (CSAT)
• AI-to-human escalations and handoff reasons
• AI usage, human handling, repeat-contact costs, and overall support costs

• How effectively are customer-support tickets being resolved?
• Where does AI deliver faster, better, or more cost-effective outcomes?
• Which types of issues are best suited to AI-only support?
• When does human involvement improve customer outcomes?
• Why are AI conversations transferred to human agents?
• Does the timing of an AI-to-human handoff influence resolution, satisfaction, or cost?
• Which support journeys generate the most repeat contacts?
• Where are response, queue, or resolution delays most common?
• What factors appear to influence SLA performance?
• How do support outcomes differ across channels, products, issues, priorities, and customer segments?
• What appears to drive higher or lower customer satisfaction?
• How do AI, human-handling, and repeat-contact costs contribute to the overall cost of support?
• Where does automation reduce costs without compromising service quality?
• Are customer-support performance and AI effectiveness changing over time?
• What actions could support leaders take based on the findings?

Recommended Focus

• Create a clear and engaging data story about the relationship between AI automation, human support, customer experience, and operational efficiency.
• Use interactive filtering and drill-down to uncover meaningful patterns and relationships across the dataset.
• Look beyond individual metrics to explain what drives performance differences and business outcomes.
• Use ZoomCharts Drill Down Visuals to make data exploration intuitive and useful for business users.
• Translate your findings into practical recommendations that could help improve customer support operations.

Read the "How to Participate" section above for submission instructions and participation details.

FP20 Analytics Challenge 42 is delivered in collaboration with ZoomCharts, giving participants an opportunity to practise building interactive Power BI reports that help business users explore data, uncover insights, and make informed decisions.

Each report is evaluated based on three main criteria: Intuitiveness, Interactivity, and Insightfulness. These factors ensure that the report is accurate, functional, user-friendly, and ready to be presented to end users.

Total possible score: 45 points. A strong submission should be easy to understand, smooth to explore, and rich enough to support meaningful decisions.