Aggregation and Summarization

Overview:

Aggregate the data to provide high-level metrics for reporting or analysis.

Transformations:

1. Ticket Count by Agent:

   • Aggregate the number of tickets resolved by each customer service agent within a specific period (e.g., daily, weekly).
   • Learn more about Ticket Count Aggregation

2. Computing Performance KPIs:

   • Calculate the average, minimum, and maximum resolution times for each service category.
   • Learn more about Resolution Time Summary

3. Summarizing Metrics:

   • Calculate average satisfaction scores or Net Promoter Scores (NPS) by service type, agent, or region.
   • Learn more about Customer Satisfaction Analysis

4. Service Level Analysis:

   • Track the number of tickets resolved within the defined Service Level Agreement (SLA) thresholds (e.g., tickets resolved within 24 hours).
   • Learn more about SLA Adherence