Customer Support Performance & SLA Analytics System by Umair NawazCustomer Support Performance & SLA Analytics System by Umair Nawaz

Customer Support Performance & SLA Analytics System

Umair Nawaz

Completed work

Data Analyst

Product Analyst

Technical Support Specialist

Microsoft Excel

Microsoft Power BI

FinTech & Payments

Customer Support Performance & SLA Analytics System

Support Operations Dashboard

Problem

A fintech client lacked visibility into customer support operations. There was no structured reporting system to track:

SLA compliance

Ticket resolution performance

Agent productivity

This resulted in SLA breaches, unresolved tickets, and inefficient workload distribution, directly impacting customer satisfaction.

Solution

Built a data-driven support analytics system using Power BI, enabling real-time monitoring of support operations.

The solution focused on:

Centralizing ticket data into a unified dashboard

Tracking SLA compliance and breach rates

Monitoring ticket lifecycle (open, in-progress, resolved)

Analyzing agent performance and workload distribution

This transformed manual tracking into an automated, insight-driven system.

Key Insights

2,330 tickets analyzed across support operations

Only 50% tickets fully resolved, indicating backlog issues

974 SLA breaches identified, highlighting delays

86.65% SLA compliance, below optimal performance levels

These findings revealed critical inefficiencies in response time, prioritization, and resolution flow.

Impact

Improved visibility into support performance and SLA tracking

Enabled faster identification of bottlenecks and delays

Supported better resource allocation and workload balancing

Helped optimize response times and improve service quality

SLA dashboards are critical because they centralize performance metrics and enable proactive decision-making, improving efficiency and customer satisfaction

Approach

Data collection from support systems

Data cleaning and structuring

KPI development (SLA, tickets, performance)

Interactive dashboard design in Power BI

🛠 Tools

Power BI

Excel

Dashboard Highlights

Operational KPIS Overview

Outcome

Delivered a scalable analytics solution that enables continuous monitoring of support operations, reduces SLA risks, and improves overall customer experience.