Customer Support Ticket Data for SLA and CSAT Analysis

Kaggle hosts a dataset of customer support ticket data. The description indicates it contains fields for analyzing service level agreements (SLA), response time, resolution, escalation, and customer satisfaction (CSAT). The author, organization, and specific scale of the data are unknown.

Use Cases

• Calculate service level agreement (SLA) compliance rates based on ticket timestamps.
• Analyze average response and resolution times to identify process bottlenecks.
• Model the likelihood of ticket escalation based on described features.
• Correlate operational metrics with customer satisfaction (CSAT) scores.

Strengths

• Focuses on key operational metrics for customer support, including SLA, response time, and CSAT.

Limitations

• Row count is unknown, which may limit suitability assessment.
• Column-level documentation is absent; field semantics must be inferred after download.
• Last update date is unknown; freshness unverified.

Provenance

Source

Kaggle