Customer Support & SLA Analysis Dashboard

📌 Project Overview

This project analyzes customer support ticket data to evaluate support performance, SLA compliance, customer satisfaction, and operational efficiency.

The analysis was performed using Microsoft Excel, with data cleaning, transformation, PivotTables, PivotCharts, interactive slicers, KPI analysis, and a management dashboard.

🎯 Business Problem

Customer support teams need to understand:

• How many support tickets are being received
• How effectively SLA targets are being met
• Which priority levels have the highest SLA risk
• Which issues and channels generate the most tickets
• How satisfied customers are with support
• How efficiently agents resolve customer issues
• Which support channels have slower response times

🛠️ Tools Used

• Microsoft Excel
• Power Query
• PivotTables
• PivotCharts
• Slicers
• Excel Dashboard
• Data Cleaning & Transformation

📊 Key Metrics

• Total Tickets: 1,500
• SLA Breaches: 308
• SLA Breach Rate: 20.53%
• Average Response Time: 78.64 minutes
• Average Resolution Time: 10.67 hours
• Average CSAT: 3.36 / 5
• Reopened Tickets: 1,250

🔍 Key Insights

• 20.53% of tickets breached SLA, indicating an opportunity to improve support efficiency.
• Critical-priority tickets had the highest SLA breach rate at approximately 78.3%, making them the highest-risk group.
• April recorded the highest ticket volume with 143 tickets.
• Overall customer satisfaction was 3.36/5, with Login issues having the lowest CSAT at 3.19/5.
• Agent C achieved the fastest average resolution time at 9.58 hours.
• Phone had the fastest average response time at 76.52 minutes, while Email was the slowest at 81.41 minutes.

💡 Recommendations

• Prioritize Critical tickets through faster escalation procedures.
• Investigate Login-related issues to improve customer satisfaction.
• Plan support capacity around higher-volume periods.
• Study high-performing agents' practices to improve resolution efficiency.
• Review Email support workflows to reduce response time.

📁 Project Structure

Customer-Support-SLA-Analysis/
│
├── data/
│   ├── raw_customer_support_sla_data.xlsx
│   └── cleaned_customer_support_sla_data.xlsx
│
├── dashboard/
│   └── Customer_Support_SLA_Analysis.xlsx
│
├── screenshots/
│   └── dashboard.png
│
└── documentation/
    └── README.md