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POWER BI · SERVICE ANALYTICS

Advanced First-Level Resolution Dashboard

A concise case study showing the business problem, analytical approach, and resulting value.

Recreated advanced first-level resolution dashboard
Portfolio visualization recreated with sample or illustrative data to demonstrate the project’s analytical approach.

THE PROBLEM

Operational leaders needed a clearer and more trustworthy view of first-level resolution performance, including the effect of exclusions and changes over time.

THE APPROACH

Defined KPI logic, validated source data, created DAX measures, and developed performance views for trends, targets, exclusions, and operational drill-downs.

THE OUTCOME

Improved transparency around the metric and supported monitoring against a 70% first-level resolution target.

TOOLS

Power BIDAXServiceNowKPI DesignData Validation
Confidentiality note: This case study highlights the business problem, analytical approach, and impact while protecting confidential company and client information. Any public visuals or demonstrations use recreated or sample data.