ZSZeshan Saif
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Operational analytics

Customer Complaint Operations

A cross-channel service dashboard for complaint volumes, resolution times, SLA adherence and issue categories.

My roleFinancial analysis & dashboard design
ToolsPower BI · SLA · Operations
TypePortfolio demonstration
Customer Complaint Operations dashboard overview

The brief

From business question to decision-ready view.

01

Business question

Complaint information across calls, chats, emails and escalations needed a shared operational view and consistent performance definitions.

02

The approach

  • Standardized cross-channel service metrics.
  • Compared resolution performance and SLA adherence over time.
  • Surfaced high-volume categories for management attention.
03

What the sample data shows

Figures below describe the displayed portfolio dataset, not a client outcome.

  • The 2023 sample consolidates 92,058 calls, 46,035 chats, 27,445 emails and 18,211 escalations.
  • Escalations take seven days on average in the displayed sample, compared with roughly two to three days for other channels.
  • Mobile app abuse, fraud alerts and debit-card issues appear repeatedly among the leading categories.
04

Decisions this supports

  • Which channel or category requires service intervention
  • Where SLA performance is deteriorating
  • Which recurring issues should be prioritized for root-cause work

Interactive report

Explore the dashboard.

Use the report controls to navigate pages, filter the data and inspect individual views.

Customer Complaint Operations dashboard preview

The interactive report is best viewed in a larger window.

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Public portfolio report. The demonstration data is intentionally non-confidential.

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Dashboard views

See what the analysis is built to show.

Select a view to inspect the analysis and the management question it is designed to support.

Dashboard view

Service overview

Calls, chats, emails and escalations compared by volume, resolution time and leading complaint categories.

Start a conversation

Have a similar reporting or modelling question?

Share the decision you need to support and the data or report you already have.

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