{"id":26013462,"url":"https://github.com/azlinrusnan/sla_report","last_synced_at":"2026-03-06T08:33:40.708Z","repository":{"id":280724861,"uuid":"942956945","full_name":"AzlinRusnan/SLA_Report","owner":"AzlinRusnan","description":"This repository demonstrates my expertise in data analysis, reporting, and dashboard creation. 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This is a daily report tracking performance metrics such as customer satisfaction, response efficiency, and regional performance.\n\n## Tools \u0026 Technologies Used\n\n- Microsoft Excel: Data organization, calculations, and visualization\n\n## 📂 Contents\n\nThe report includes the following sections:\n\n1. **Dashboard**: High-level visual summary of key metrics\n2. **All Data**: Consolidated dataset for analysis\n3. **Raw Data Sections**:\n- CSAT raw data: Customer Satisfaction trends and insights\n- CHAT raw data: Chat response analysis\n- Response SLA raw data: Performance against SLAs\n\n## Key SLAs Tracked in This Report\n\nThis report tracks several key SLAs across different customer interaction channels:\n\n1. **CSAT SLA (Customer Satisfaction SLA)**: Measures how well the support team meets customer expectations based on satisfaction survey scores.\n2. **FTF SLA (First Time Fix Service Level Agreement)**: Tracks the percentage of issues resolved on the first attempt without requiring follow-ups.\n3. **FTF KPI (First Time Fix Key Performance Indicators)**: Measures specific performance benchmarks for first-time issue resolution.\n4. **ESS SLA (Employee Self-Service SLA)**: Evaluates response and resolution times for employee self-service requests.\n5. **EMAIL SLA**: Tracks response and resolution times for customer support queries received via email.\n6. **CHAT SLA**: Monitors response and resolution times for real-time chat interactions.\n\n\n## Regional SLA Tracking\n\nThe report also tracks SLA performance for different regions:\n1. **EAME (Europe, Africa, and Middle East)**\n2. **NAFTA (North American Free Trade Agreement region - US, Canada, Mexico)**\n3. **LATAM (Latin America)**\n4. **AMEA (Asia, Middle East, and Africa)**\n\nEach region follow agreed SLA benchmarks and performance tracking to ensure service consistency across global operations.\n\n## Sample Dashboard / Report Preview\n![1](images/sla.png)\n\nThis is a daily SLA performance report tracking customer support efficiency across different regions. It measures how well teams meet response time targets for different channels like email, chat, and face-to-face interactions. Most regions are performing well, but LATAM's face-to-face SLA (44.06%) is below target, which may indicate process inefficiencies. Email and chat have high ticket volumes, meaning fast digital support is crucial.\n","project_url":"https://awesome.ecosyste.ms/api/v1/projects/github.com%2Fazlinrusnan%2Fsla_report","html_url":"https://awesome.ecosyste.ms/projects/github.com%2Fazlinrusnan%2Fsla_report","lists_url":"https://awesome.ecosyste.ms/api/v1/projects/github.com%2Fazlinrusnan%2Fsla_report/lists"}