Technical Support Performance Dataset

Key Analysis Areas:

Ticket Volume and Patterns:

• Explore daily, weekly, and monthly trends in ticket volumes.
• Identify differences in ticket volume between workdays and weekends.
• Examine peak ticket creation times by work hours versus after hours.
• Investigate seasonal impacts or unexpected spikes in ticket generation.

Ticket Content and Resolution:

• Analyze recurring issues by ticket topic and department.
• Evaluate first response and resolution times, comparing them against Service Level Agreements (SLAs).
• Review performance across multiple support channels like chat, phone, email, and social media.
• Investigate regional or product-specific issues based on ticket submissions.

Advanced Metrics and Customer Insights:

• Assess customer satisfaction trends over time, considering changes in ticket volume or issue complexity.
• Evaluate the impact of training programs or new tools introduced into the technical support workflow.
• Compare the effectiveness of proactive versus reactive support measures by resolution times and customer feedback.