FP20 IT Help Desk Analysis (challenge 8)

The goal of this project

In this project, 2 sections:

• KPI Overview: An "importance matrix" allows you to plot processing performance by request type through processing time/ticket and customer satisfaction.

--> From here it is finally possible to focus on the causes to prioritize to reduce incidents and increase customer satisfaction. A TOP 10 list identifies the Agents who have the best skills to resolve this type of incident.

• Performance details: list of agents with key indicators.