CASE STUDY 02 / PYTHON · SQL · EXCEL
Customer support operations
A planned investigation into repeat contacts, resolution times, escalations, and support workload.
Planned project01
Problem
Which issue categories and workload patterns are associated with repeat contacts, longer resolution times, and escalations?
02
Data
Dataset selection is pending. Any synthetic or public data will be identified explicitly; this project will not imply access to confidential employer records.
03
Approach
Planned: validate contact records, define repeat-contact windows, standardize issue categories, and document resolution-time and escalation metrics.
04
Analysis
Planned: compare repeat contacts, resolution-time distributions, escalation rates, and workload patterns across issue categories and time periods.
05
Insights
This project has not yet been completed. Findings will be added after analysis and validation.
06
Outcome
Planned deliverables include a reproducible analysis, an operations dashboard, and recommendations grounded in the selected dataset.