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FP20 IT Help Desk Analysis (challenge 8)

Tools used in this project
FP20 IT Help Desk Analysis (challenge 8)

FP20 IT Help Desk Analysis (challenge 8)

About this project

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.

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