Are you struggling to track support tickets, agent productivity, and SLA breaches across your hel...Are you struggling to track support tickets, agent productivity, and SLA breaches across your hel...
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Are you struggling to track support tickets, agent productivity, and SLA breaches across your helpdesk or call center?
I will build a custom, executive-ready Power BI Technical Support & SLA Dashboard (similar to the Onyx Analytics Suite) that transforms your raw support logs into clear, actionable insights.
What this gig includes:
✔ SLA Tracking: Real-time monitoring of first response & resolution SLA compliance vs. violations
✔ Agent Performance: Individual scorecards measuring tickets resolved, handle time, and CSAT customer ratings
✔ Volume & Peak Analysis: Hourly peak heatmaps (identifying surge hours) and weekday vs. weekend distribution
✔ Root Cause & Topic Breakdown: Ticket categorization by bug reports, product setup, invoicing, and feature requests
✔ Multi-Channel Visibility: Unified tracking across chat, email, and phone support channels
✔ Geographic Mapping: Country and regional ticket density analysis
Why work with me?
• 10+ years of enterprise data analytics and BI development experience
• Clean Star-Schema data modeling for lightning-fast report performance
• Optimized DAX measures (Time Intelligence, SLA %, Averages, and Dynamic Ranking)
• 100% responsive, professional design tailored to your company branding
Deliverables: Complete .PBIX source file, clean Power Query transformations, and full deployment support.
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The network for creativity
Join 1.25M professional creatives like you
Connect with clients, get discovered, and run your business 100% commission-free
Creatives on Contra have earned over $150M and we are just getting started