Activity 6: Tableau Dashboard: Technical Support Dashboard

Building a Technical Support Data Dashboard in Tableau. Bogdan’s Express, a chain of sporting goods stores in Washington, wants to construct a technical support data dashboard in Tableau to monitor how effectively its technical support group deals with IT problems. Management is primarily interested in the time it takes the IT support group to respond once a problem has been reported (response time) and how long it takes the group to resolve the issue after the initial response by the IT support group (time to resolution) over the most recent four months. They would like to be able to review the IT group’s performance by date, type of technical problem (email, hardware, or internet), and office (Bellingham, Olympia, Seattle, or Spokane).

Each reported problem is immediately logged and issued a case number, and the data

collected by Bogdan from its relational database includes the case number, date, office, type of technical problem, response time (in minutes), and time to resolution (in minutes). They have also created a new field for the month during which the problem was reported. Note that both Response Time and Time to Resolution only include time that elapses during normal business hours. Bogdan’s staff would like the dashboard to feature:

●● A line chart of average response time across months by office 

●● A line chart of average time to resolution across months by office 

●● A clustered bar chart of average time to resolution across offices by type of technical problem 

●● A stacked cluster column chart of number of problems reported across office by type of technical problem 

●● They would also like to create a new variable: total time to close (in minutes). This is the sum of the response and resolution time per request. They would like to see a distribution of this variable: total time to close. This is the total time spent by an employee to address the entire request. Choose appropriate bins. They would like to set a benchmark in minutes (using only this dataset) that says going over this value is “too costly” or “an expensive support issue” or “critical issue”. They would like approximately 10% of the issues in this dataset to be considered critical issues. At what time in minutes would you set this benchmark? How would you show this? (They want the number of critical issues calls for this data somewhere on the dashboard).

The data and these charts are available in the tab Activity6 TechSupport Dashboard

Recreate these graphs in Tableau and follow the principles of effective dashboard design. Submit a Tableau Workbook file (twbx file). Keep the tableau workbook clean and do not include answers to any of the other activities. No powerpoint is needed for this activity. Provide a screenshot of the dashboard in your final PDF document. 

Dataset