https://github.com/azlinrusnan/sla_report
This repository demonstrates my expertise in data analysis, reporting, and dashboard creation. Feel free to explore the report and share your feedback!
https://github.com/azlinrusnan/sla_report
Last synced: 5 months ago
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This repository demonstrates my expertise in data analysis, reporting, and dashboard creation. Feel free to explore the report and share your feedback!
- Host: GitHub
- URL: https://github.com/azlinrusnan/sla_report
- Owner: AzlinRusnan
- Created: 2025-03-05T00:27:24.000Z (over 1 year ago)
- Default Branch: main
- Last Pushed: 2025-03-05T00:49:14.000Z (over 1 year ago)
- Last Synced: 2025-03-05T01:27:19.319Z (over 1 year ago)
- Homepage:
- Size: 0 Bytes
- Stars: 0
- Watchers: 1
- Forks: 0
- Open Issues: 0
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Metadata Files:
- Readme: README.md
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README
#
SLA_Report
## Overview
The SNOW Crystal Report provides insights into various Service Level Agreements (SLAs) across multiple communication channels and regions. This is a daily report tracking performance metrics such as customer satisfaction, response efficiency, and regional performance.
## Tools & Technologies Used
- Microsoft Excel: Data organization, calculations, and visualization
## 📂 Contents
The report includes the following sections:
1. **Dashboard**: High-level visual summary of key metrics
2. **All Data**: Consolidated dataset for analysis
3. **Raw Data Sections**:
- CSAT raw data: Customer Satisfaction trends and insights
- CHAT raw data: Chat response analysis
- Response SLA raw data: Performance against SLAs
## Key SLAs Tracked in This Report
This report tracks several key SLAs across different customer interaction channels:
1. **CSAT SLA (Customer Satisfaction SLA)**: Measures how well the support team meets customer expectations based on satisfaction survey scores.
2. **FTF SLA (First Time Fix Service Level Agreement)**: Tracks the percentage of issues resolved on the first attempt without requiring follow-ups.
3. **FTF KPI (First Time Fix Key Performance Indicators)**: Measures specific performance benchmarks for first-time issue resolution.
4. **ESS SLA (Employee Self-Service SLA)**: Evaluates response and resolution times for employee self-service requests.
5. **EMAIL SLA**: Tracks response and resolution times for customer support queries received via email.
6. **CHAT SLA**: Monitors response and resolution times for real-time chat interactions.
## Regional SLA Tracking
The report also tracks SLA performance for different regions:
1. **EAME (Europe, Africa, and Middle East)**
2. **NAFTA (North American Free Trade Agreement region - US, Canada, Mexico)**
3. **LATAM (Latin America)**
4. **AMEA (Asia, Middle East, and Africa)**
Each region follow agreed SLA benchmarks and performance tracking to ensure service consistency across global operations.
## Sample Dashboard / Report Preview
This 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.