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Rodrigo, the Head of IT Team came to my desk and asked me to create a report to review his team performance in 2020. He'd like to know what should be improved for his team to face 2021. He gave me some data:
Let's have a look at the data. We have Tickets and Agents Profile data.
In Tickets data, we have 10 fields:
In Agents' Profile data, we have 6 fields:
We have several additional contexts to make our analysis clearer.
The average of resolution time is 4.5 days. Therefore, this value will be determined as our monthly target. We also add the target for satisfaction rate, that must be ranging between 4.5 - 5.0 points.
Rodrigo has set the Service Level Agreement (SLA), where the Agents should solve the employees' issue within a particular time. Therefore, we'd like to categorize the issues based on SLA.
To assess agents' performance, Rodrigo has set the KPIs; % Achievement of The Average of Resolution Time (KPI Process) and % Achievement of The Average of Satisfaction Rate (KPI Result). Rodrigo has given the weight for each KPI, 55% KPI Result and 45 % KPI Process.
Total Score = 55% KPI Result + 45% KPI Process
Let's see the number of cases based on request category (Hardware, Login Access, Software, and System). Through this chart, I'd like to show the % of Outside SLA cases to Total cases in 2020. I created a measure to calculate this one. Where # of Outside SLA Cases is the number of cases that are included in Outside SLA category. I used color formatting to highlight the category that is frequently solved within our SLA. After seeing the chart, I'm curious why Login Access issue become the most frequent asked issue after the System issue. Then, I checked % Login Access Issue based on Issue Type (User Request and IT Error) and the number of employees who requested login access.
I also listed the agents who have total score more than or equal to 100%. As you can see, we have 10 agents who perform really well this year. Moreover, we have 20 agents who need improvement. There are 3 agents that are underperform. I think we need to take action of these 3 agents.
We have some points that need to be done in 2021.