Build This Project · Portfolio Guide

Customer Support Performance Dashboard — Complete Project Guide

SECTION 01Project overview

Here's what you'll build in this project:

• Business problem: A company wants to improve customer support quality, reduce response times, and identify top-performing agents.
• Your solution: A support performance dashboard that tracks key metrics — response time, resolution rate, customer satisfaction, and agent performance.
• Tools: Tableau, Power BI, Python (Streamlit/Dash), or Excel.
• Outcome: A portfolio-ready dashboard that demonstrates customer service analytics skills.

SECTION 02Data source

Here are the best data sources for this project:

SECTION 03Key metrics and KPIs

Here are the key metrics your support dashboard should track:

SECTION 04Agent performance analysis

Here's how to analyze agent performance:

import pandas as pd
import matplotlib.pyplot as plt
import seaborn as sns

df = pd.read_csv('support_tickets.csv')

# Agent performance metrics
agent_metrics = df.groupby('agent_name').agg({
    'ticket_id': 'count',
    'resolution_time': 'mean',
    'satisfaction_score': 'mean'
}).reset_index()

# Rename columns
agent_metrics.columns = ['Agent', 'Tickets Resolved', 'Avg Resolution Time', 'Avg CSAT']

# Sort by CSAT
agent_metrics_sorted = agent_metrics.sort_values('Avg CSAT', ascending=False)

# Visualize agent performance
fig, axes = plt.subplots(1, 3, figsize=(15, 5))
sns.barplot(data=agent_metrics_sorted, x='Agent', y='Tickets Resolved', ax=axes[0])
axes[0].set_title('Tickets Resolved by Agent')

sns.barplot(data=agent_metrics_sorted, x='Agent', y='Avg Resolution Time', ax=axes[1])
axes[1].set_title('Avg Resolution Time by Agent')

sns.barplot(data=agent_metrics_sorted, x='Agent', y='Avg CSAT', ax=axes[2])
axes[2].set_title('Avg CSAT by Agent')

plt.tight_layout()
plt.show()

-- SQL query for agent performance
SELECT 
    agent_name,
    COUNT(ticket_id) AS tickets_resolved,
    AVG(resolution_time) AS avg_resolution_time,
    AVG(satisfaction_score) AS avg_csat
FROM support_tickets
WHERE resolution_time IS NOT NULL
GROUP BY agent_name
ORDER BY avg_csat DESC;

SECTION 05Dashboard design

Here's how to design your support performance dashboard:

• Top section: KPI cards — Avg Response Time, Resolution Rate, CSAT Score, Total Tickets.
• Middle section: Ticket volume trends, response time trends, CSAT trends.
• Bottom section: Agent performance table/bar chart, ticket breakdown by category.
• Filters: Date range, agent, ticket category.

SECTION 06Portfolio presentation

Here's how to present this project to employers:

• GitHub: Upload your code, data preparation scripts, and dashboard file.
• README: Write a clear README with project overview, metrics, and key insights.
• Executive summary: Include a 1-page summary for business stakeholders.
• Screenshots: Add screenshots of your dashboard and agent analysis.
• LinkedIn post: Share your project with a brief explanation of the business problem you solved.

SECTION 07Interview Q&A — customer support dashboard

SECTION 08Test yourself — support dashboard quiz

SECTION 09Frequently asked questions

SECTION 10Related reads