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Summary
Report submitted for Onyx Data DataDNA ZoomCharts Mini Challenge, May 2024. The report was built based on Tech Support Analysis dataset and includes ZoomCharts custom Drill Down PRO visuals for Power BI.
Author's description:
This dynamic dashboard is designed to provide comprehensive insights into our DNAChallenge metrics across various dimensions. Here's a quick overview of what you'll find in the dashboard:
🏠 Home Page: Dive into key trends such as ticket volume fluctuations, comparison between workdays and weekends, and analysis of resolution time.
📊 Overview: Get a bird's eye view of daily ticket volume trends, distribution by workday/weekend, and ticket volume analysis based on standard hours vs after hours.
🔍 Ticket Analysis: Explore deeper into ticket topics distribution, first response time vs SLA, and ticket volume by support channels.
📈 Performance Metrics: Evaluate agent SLA adherence rates, overall customer satisfaction rate, and detailed breakdowns of customer satisfaction by agent and topic.
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