IT HELP DESK ANALYSIS

When its about IT, how we can leave behind the IT help desk which is the major part of this industry. I found this data set interesting to analyze. There is two file one is Agent details and IT tickets data.

The initial job had to do was the changes of the data as mentioned below:

In the Tickets Table

• The client requires the canvas settings of the PBI report to be H:1080 - W: 1920

• The client would like columns Severity and Priority to be split into 2 columns, creating an ID and classification columns. Example Severity Key column = 0 and Severity Type = Unclassified.

• The Average Resolution time is 4.5 days. The Client would like to create a new column where if the Resolution time is above 3.5 days = "Outside SLA" and if it is below "Within SLA". This will allow the client to push for all calls to stay within the limit by targeting these calls and agents.

In the IT Agents Table

• Column Full Name to be split into 2 columns Name and Last Name, where last name is missing to be obtained from the email address column.

• Name and Last name columns must be Capitalize first words and trimmed. • Year/Month/Date of birth must be in one Column - data type Date.

• The client would also like to know the Age of the Agents from the Agents' DOB to 31/12/2020.

Now a days I am trying to use subtle colour for my dashboard. Before I used to put lot of colours and background images, which now I feel its distract me from my actual motive. My recent favourite colour pallet is white with teal blue (which you can see in my previous reports). Currently I wanted to try grey and white or black and white colour palette for my report and at last I tried it and loved it how the end result came.

In my report, I tried to maintain three key major areas which are required for this challenge:

1. Maintain the required format, which is H:1080 - W: 1920 (as mentioned in this challenge)
   

2. Some of the changes in the both data table such as splitting the severity and priority classifications, create a new resolution column for "Outside SLA" and "Within SLA", full name to be split in two columns, get the agents age from DOB etc.
   

3. The third and most interesting part for me is the creating dashboard and recognize problems & provide insights.
   

Happy reading!