2020: Week 13


In the Chin & Beard Suds Co IT department we are always looking to support our colleagues in the best way possible. As always, we are looking to improve our service and want to understand how the support department is currently performing. We have collected support ticket information from part of this year and want to answer some questions. A new line of data is created every time the status changes. This creates a sequential Status No, giving us a history of the progress each ticket has made.

Inputs

One file, with the following sheets:

 1. Ticket Information
Ticket Info for Jan, Feb, March

2. Department SLA Agreements (in days)
SLA Agreements

Requirements

  • Input Data - This was updated on 26th Jan (1PM GMT), to remove some duplicate Ticket IDs
  • Clean Ticket ID/Names
  • What is the current ticket status? Are they still open, how long have they been open, and how many business days has that been? 
    • Business days are Monday-Friday, don’t worry about bank holidays! Some of our workers work on the weekends, if a case is closed on the weekend then we roll this back to the Friday. If a case is logged on a weekend, we roll these to the Monday. 
    • Business days are also calculated down to the minute level. Eg, if a case was logged on 1st Jan 2020 00:00:00 then closed on 2nd Jan 2020 12:00:00 then this would be 1.5 days. 
  • Answer the following questions:
    • How many cases are in each status?
    • How many closed tickets have missed their SLA? How many are on track to meet their SLA?
    • What departments have the best SLA achieved %?
      • Closed cases only
      • Higher the percentage, the more cases have been closed under the SLA limit set
      • Rank from highest % to lowest % 

Output

There should be three outputs:

1, How many cases are in each status?

  • 2 Fields
    • Current Status
    • Ticket Count
  • 5 Rows (6 including header)
2, How many closed tickets have missed their SLA? How many are on track to meet their SLA?

  • 2 Fields
    • Metric
    • Total
  • 2 Rows (3 including header)
3, What departments have the best SLA achieved %? (Closed cases only)

  • 3 Fields
    • Department Rank
    • Department
    • Achieved %
  • 5 Rows (6 including header)
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