Monthly-Technical-Support-Case-Analysis

Objective

Analyze the technical support cases to find:

• Trends across cases,customers,products,regions,product category,channels and issues
• Technical Support Engineers’ performance
• MoM changes

Dataset

• Source: Cases
• File: cases.csv,customers.csv,products.csv,agents.csv

Tools Used

• Power BI
• Excel

Skills

-Data modeling, slicers, KPIs, trend analysis

-Data visualization

Github repository

cases

Key Findings

• Most cases were reported from Americas
• The issue “missing part” had the highest no. of cases
• Bluetooth headsets had the highest no. of cases

Sample Visual