Technical support dataset

In today’s world, businesses of all sizes rely heavily on technology for daily operations. Technical support plays a crucial role in maintaining these systems efficiently. This analysis provides a real-life scenario for you to explore: analyzing the functioning of technical support. It’s a great chance to learn from fellow participants, improve your analytical abilities, and broaden your professional experience.

In this analysis, we'll dive into a Power BI report that focuses on the key performance indicators (KPIs) of a Technical Support Centre. We'll cover essential data analysis areas, including:

Data Analysis Focus Areas:

1. Ticket Volume Trends:
2. Analyze daily, weekly, and monthly volumes
3. Compare volumes between workdays and weekends
4. Examine ticket distribution during standard work hours versus after hours
5. Recognize peak ticket creation times

Ticket Content and Resolution:

1. Identify trends in ticket topics
2. Investigate first response and resolution times against SLAs
3. Compare support channels (chat, phone, email)
4. Analyze ticket geography for trends in submissions or product issues

Performance Metrics:

1. Evaluate agent SLA adherence for first responses and resolutions
2. Explore customer satisfaction rates across agents, topics, and other categories