Technical Support Dataset
Analyzing Technical Support KPIs for Enhanced Efficiency and Resolution
@kaggle.suvroo_technical_support_dataset
Technical Support Dataset
@kaggle.suvroo_technical_support_dataset.technical_support_dataset
- 155.44 KB
- 2330 rows
- 22 columns
statusStatus | ticket_idTicket ID | priorityPriority | sourceSource | topicTopic | agent_groupAgent Group | agent_nameAgent Name | created_timeCreated Time | expected_sla_to_resolveExpected SLA To Resolve | expected_sla_to_first_responseExpected SLA To First Response | first_response_timeFirst Response Time | sla_for_first_responseSLA For First Response | resolution_timeResolution Time | sla_for_resolutionSLA For Resolution | close_timeClose Time | agent_interactionsAgent Interactions | survey_resultsSurvey Results | product_groupProduct Group | support_levelSupport Level | countryCountry | latitudeLatitude | longitudeLongitude |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Closed | 1012 | Low | Feature request | 1st line support | Kristos Westoll | Mon Jan 02 2023 00:58:36 GMT+0000 (Coordinated Universal Time) | Wed Jan 04 2023 00:58:36 GMT+0000 (Coordinated Universal Time) | Mon Jan 02 2023 01:58:36 GMT+0000 (Coordinated Universal Time) | Mon Jan 02 2023 01:03:17 GMT+0000 (Coordinated Universal Time) | Within SLA | Wed Jan 04 2023 00:31:51 GMT+0000 (Coordinated Universal Time) | Within SLA | Wed Jan 04 2023 04:02:59 GMT+0000 (Coordinated Universal Time) | 1 | 3 | Custom software development | Tier 1 | Republic of Ireland | 53.094024 | -8.019675 | |
| In progress | 1013 | High | Phone | Product setup | 2nd line support | Adolpho Messingham | Mon Jan 02 2023 07:27:25 GMT+0000 (Coordinated Universal Time) | Wed Jan 04 2023 07:27:25 GMT+0000 (Coordinated Universal Time) | Mon Jan 02 2023 07:29:25 GMT+0000 (Coordinated Universal Time) | Mon Jan 02 2023 07:27:43 GMT+0000 (Coordinated Universal Time) | Within SLA | SLA Violated | 3 | Other | Tier 2 | Italy | 43.036776 | 12.678565 | |||
| Resolved | 1014 | Low | Chat | Purchasing and invoicing | 1st line support | Bernard Beckley | Mon Jan 02 2023 06:59:04 GMT+0000 (Coordinated Universal Time) | Tue Jan 03 2023 06:59:04 GMT+0000 (Coordinated Universal Time) | Mon Jan 02 2023 07:01:04 GMT+0000 (Coordinated Universal Time) | Mon Jan 02 2023 06:59:57 GMT+0000 (Coordinated Universal Time) | Within SLA | Mon Jan 02 2023 22:45:32 GMT+0000 (Coordinated Universal Time) | Within SLA | 2 | Custom software development | Tier 1 | Austria | 47.6964719 | 13.3457347 | ||
| Closed | 1015 | Medium | Pricing and licensing | 1st line support | Connor Danielovitch | Tue Jan 03 2023 03:09:39 GMT+0000 (Coordinated Universal Time) | Thu Jan 05 2023 03:09:39 GMT+0000 (Coordinated Universal Time) | Tue Jan 03 2023 04:09:39 GMT+0000 (Coordinated Universal Time) | Tue Jan 03 2023 07:09:15 GMT+0000 (Coordinated Universal Time) | SLA Violated | Wed Jan 04 2023 14:32:34 GMT+0000 (Coordinated Universal Time) | Within SLA | Sun Jan 08 2023 04:24:54 GMT+0000 (Coordinated Universal Time) | 10 | 4 | Ready to use Software | Tier 1 | Spain | 39.67337 | -4.767726 | |
| Closed | 1016 | Low | Product setup | 1st line support | Kristos Westoll | Tue Jan 03 2023 00:03:58 GMT+0000 (Coordinated Universal Time) | Thu Jan 05 2023 00:03:58 GMT+0000 (Coordinated Universal Time) | Tue Jan 03 2023 01:03:58 GMT+0000 (Coordinated Universal Time) | Tue Jan 03 2023 00:08:01 GMT+0000 (Coordinated Universal Time) | Within SLA | Wed Jan 04 2023 12:03:05 GMT+0000 (Coordinated Universal Time) | Within SLA | Fri Jan 06 2023 06:05:08 GMT+0000 (Coordinated Universal Time) | 1 | 2 | Other | Tier 1 | Austria | 47.6964719 | 13.3457347 | |
| Closed | 1017 | Low | Purchasing and invoicing | 1st line support | Sheela Cutten | Tue Jan 03 2023 14:25:42 GMT+0000 (Coordinated Universal Time) | Thu Jan 05 2023 14:25:42 GMT+0000 (Coordinated Universal Time) | Tue Jan 03 2023 15:25:42 GMT+0000 (Coordinated Universal Time) | Tue Jan 03 2023 14:45:14 GMT+0000 (Coordinated Universal Time) | Within SLA | Wed Jan 04 2023 01:55:56 GMT+0000 (Coordinated Universal Time) | Within SLA | Tue Jan 10 2023 16:41:07 GMT+0000 (Coordinated Universal Time) | 2 | 2 | Ready to use Software | Tier 1 | Greece | 39.368279 | 21.863141 | |
| Closed | 1018 | Low | Phone | Product setup | 1st line support | Kristos Westoll | Tue Jan 03 2023 15:32:02 GMT+0000 (Coordinated Universal Time) | Thu Jan 05 2023 15:32:02 GMT+0000 (Coordinated Universal Time) | Tue Jan 03 2023 15:34:02 GMT+0000 (Coordinated Universal Time) | Tue Jan 03 2023 15:34:00 GMT+0000 (Coordinated Universal Time) | Within SLA | Thu Jan 05 2023 03:51:37 GMT+0000 (Coordinated Universal Time) | Within SLA | Sat Jan 07 2023 21:52:35 GMT+0000 (Coordinated Universal Time) | 2 | 3 | Ready to use Software | Tier 1 | Republic of Ireland | 53.094024 | -8.019675 |
| Resolved | 1019 | Medium | Chat | Pricing and licensing | 2nd line support | Michele Whyatt | Tue Jan 03 2023 00:38:48 GMT+0000 (Coordinated Universal Time) | Wed Jan 04 2023 00:38:48 GMT+0000 (Coordinated Universal Time) | Tue Jan 03 2023 00:40:48 GMT+0000 (Coordinated Universal Time) | Tue Jan 03 2023 00:39:30 GMT+0000 (Coordinated Universal Time) | Within SLA | Thu Jan 05 2023 12:47:55 GMT+0000 (Coordinated Universal Time) | SLA Violated | 2 | Training and Consulting Services | Tier 2 | Poland | 52.536273 | 19.050639 | ||
| Resolved | 1020 | Medium | Chat | Product setup | 1st line support | Kristos Westoll | Tue Jan 03 2023 09:37:54 GMT+0000 (Coordinated Universal Time) | Wed Jan 04 2023 09:37:54 GMT+0000 (Coordinated Universal Time) | Tue Jan 03 2023 09:39:54 GMT+0000 (Coordinated Universal Time) | Tue Jan 03 2023 09:41:55 GMT+0000 (Coordinated Universal Time) | SLA Violated | Tue Jan 03 2023 20:31:37 GMT+0000 (Coordinated Universal Time) | Within SLA | 6 | Other | Tier 1 | Germany | 51.165691 | 10.451526 | ||
| Closed | 1021 | Low | Product setup | 1st line support | Bernard Beckley | Tue Jan 03 2023 09:27:35 GMT+0000 (Coordinated Universal Time) | Thu Jan 05 2023 09:27:35 GMT+0000 (Coordinated Universal Time) | Tue Jan 03 2023 10:27:35 GMT+0000 (Coordinated Universal Time) | Tue Jan 03 2023 10:24:48 GMT+0000 (Coordinated Universal Time) | Within SLA | Wed Jan 04 2023 10:16:32 GMT+0000 (Coordinated Universal Time) | Within SLA | Sat Jan 07 2023 20:25:29 GMT+0000 (Coordinated Universal Time) | 1 | 4 | Training and Consulting Services | Tier 1 | Czech Republic | 49.8037633 | 15.4749126 |
CREATE TABLE technical_support_dataset (
"status" VARCHAR,
"ticket_id" BIGINT,
"priority" VARCHAR,
"source" VARCHAR,
"topic" VARCHAR,
"agent_group" VARCHAR,
"agent_name" VARCHAR,
"created_time" TIMESTAMP,
"expected_sla_to_resolve" TIMESTAMP,
"expected_sla_to_first_response" TIMESTAMP,
"first_response_time" TIMESTAMP,
"sla_for_first_response" VARCHAR,
"resolution_time" TIMESTAMP,
"sla_for_resolution" VARCHAR,
"close_time" TIMESTAMP,
"agent_interactions" DOUBLE,
"survey_results" DOUBLE,
"product_group" VARCHAR,
"support_level" VARCHAR,
"country" VARCHAR,
"latitude" DOUBLE,
"longitude" DOUBLE
);