Dave-s-Portfolio
Support Ticket Analysis Dashboard (Tableau)
📌 Context
This project creates an interactive Tableau dashboard to monitor support ticket resolution times, agent workload distribution, and identify operational bottlenecks in customer support operations.
🛠️ Techniques Used
- Tableau Dashboard: Interactive filters, KPIs, ticket segmentation
- Visual storytelling: Resolution time trends and workload analysis
📊 Process
- Data Preparation: Cleaned ticket records and standardized priority categories
- Dashboard Design: Built KPIs (avg resolution time, ticket volume, agent efficiency)
- Interactive Features: Created filters for date range, ticket type, and agent selection
📈 Results
- Identified agents with consistently high resolution times for additional support
- Highlighted ticket categories causing the most delays
- Delivered a real-time dashboard for managers to monitor workload distribution
📷 Visuals
Interactive dashboard showing support ticket resolution KPIs and trends
Agent workload distribution and ticket category performance
🔗 Links
- Tableau Public: View Dashboard (insert your link)