Power BI Report: Analyzing Technical Support Performance - Part One

In today’s world, businesses of all sizes rely heavily on technology for daily operations. Technical support plays a crucial role in maintaining these systems efficiently. This month's challenge provides a real-life scenario for you to explore: analyzing the functioning of technical support. It’s a great chance to learn from fellow participants, improve your analytical abilities, and broaden your professional experience.
In this video, we'll dive into a Power BI report that focuses on the key performance indicators (KPIs) of a Technical Support Centre. We'll cover essential data analysis areas, including:
Data Analysis Focus Areas:
Ticket Volume Trends:
Analyze daily, weekly, and monthly volumes
Compare volumes between workdays and weekends
Examine ticket distribution during standard work hours versus after hours
Recognize peak ticket creation times
Ticket Content and Resolution:
Identify trends in ticket topics
Investigate first response and resolution times against SLAs
Compare support channels (chat, phone, email)
Analyze ticket geography for trends in submissions or product issues
Performance Metrics:
Evaluate agent SLA adherence for first responses and resolutions
Explore customer satisfaction rates across agents, topics, and other categories
Link to Dataset: docs.google.com/spreadsheets/...
Link to drive: drive.google.com/drive/folder...
Buy me a Coffee: www.buymeacoffee.com/ZefasBI
Check how quickly tickets move through the resolution process
Join me in this video to uncover insights and trends from the technical support data, and learn how to effectively utilize Power BI for comprehensive data analysis.
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[@amitpatel75]

Thanks for making hands on video of this beautiful power bi report , You have done a great job 🎉

[@ZefasBi-Analytics]

It's my pleasure

[@eniolaadekoya5623]

Great Video ,For clarity sake was the background design on power point

[@ZefasBi-Analytics]

Yes it was!

[@sonalirajput417]

Definitely I am gonna add this in my portfolio.

[@eszterkovacs9929]

Very useful and helpful video! Thank you!

[@dhruvikdetroja1993]

Amazing Dashboard I will definitely do this project by learning from your video's keep making those video's and thanks for making such educational projects

[@ZefasBi-Analytics]

It's my pleasure

[@devendrabarasker4987]

great content and you explained it very well please come up with more videos like this 🔥🙌🙌

[@ZefasBi-Analytics]

Thank you, sure will

[@sam02109]

Amazing Sir.... I enjoyed and learned a lot..... Thank you

[@ZefasBi-Analytics]

Glad to hear that

[@gurvindersingharora5301]

Hello Sir, When to combine ALL function with Calculate + Filter function in DAX in detail ? Please make a video of it 🙏 ❤

[@shaikhshoeb9211]

When is the part 2 coming??

[@ZefasBi-Analytics]

Today

[@petermichalek5118]

super cool

[@geta9722]

If you provide data set that is v.good to flow more.

[@ZefasBi-Analytics]

docs.google.com/spreadsheets/d/1mWQZxsmu4z8MNo70m6lwvvK8_78WpRuZC9LF5ItsRfI/edit#gid=1279374726