Real Estate CRM: Agent Performance & Activity Analytics Suite
Real Estate
Power BI Developer — solution owner
Power BI Desktop, Power BI Service, Power Query (M), DAX
Dataverse (Dynamics 365 / CRM)
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30-Second Pitch
“Their agent performance data existed but nobody could see it in one place. I built six connected reports off Dataverse — from call activity to lead conversion to SLA risk — with RLS baked in, so a team lead and a director look at the same suite but see different slices of it.”
The Situation
A real estate operations team ran their entire sales and support function through Dataverse, but the activity, lead, and pipeline data it generated stayed scattered across the platform with no unified view. Team leads couldn't see agent workload, pipeline health, or SLA risk in one place.
The Challenge
Leadership needed a way to monitor agent performance across five distinct dimensions — call activity, lead conversion, pipeline stage, task compliance, and availability — without building five disconnected tools. It also had to respect the org chart: team leads should see only their own agents, while management needed the full cross-team picture.
My Approach
I designed this as one cohesive six-report suite rather than a set of one-off requests, so every report shared the same data model, visual language, and drill paths — meaning a user could move between reports without relearning the interface each time.
Activity Status — tracked inbound/outbound calls, voice, and text, surfacing channel load distribution across the contact centre so staffing matched actual demand.
Leads Overview — a funnel report on source, status, conversion rate, and time-to-contact that pinpointed exactly where prospects were dropping out of the pipeline.
Opportunity Overview — stage distribution, estimated close value, and win/loss ratio, broken down by agent, giving management a live read on forecast accuracy.
Agent Task & Priority — surfaced open and overdue tasks by agent and priority tier, so team leads could intervene before an SLA breach rather than after.
Availability & Wrap-Up Status — tracked presence states and post-call wrap-up duration, exposing staffing gaps and coaching opportunities.
Applied Row-Level Security across the entire suite so team leads see only their own agents' data while management retains full cross-team visibility — one deployed suite, correctly scoped for every audience.
Result & Impact
Replaced scattered, siloed Dataverse data with one operational cockpit covering the full agent-performance picture.
Gave team leads an early-warning view of SLA risk instead of finding out after a breach.
Exposed specific stages where the lead pipeline was leaking, turning a vague "conversion feels low" concern into an actionable, stage-level fix.
Delivered one RLS-secured suite that served both team leads and directors, instead of separate reports for each audience.