Monitoring Service Analysis Using Bold Data Hub

In this article, we will demonstrate how to import tables from a CSV file, monitor service level adherence using transformations, and move the cleaned data into the destination database using Bold Data Hub. Follow the step-by-step process below.

Sample Data Source:

Sample CSC Data

Creating Pipeline

Learn about Pipeline Creation

Applying Transformation

Learn more about transformation here

Service Level Adherence

Overview

Monitoring service level adherence ensures that customer support meets defined Service Level Agreement (SLA) thresholds. This query tracks the number of tickets resolved within 24 hours per agent.

Approach

We count tickets that meet the SLA condition:

• Resolved within SLA → Tickets closed in ≤ 24 hours
• Grouped by Agent → To assess individual performance

SQL Query for Tracking SLA Adherence

SELECT 
    Agent_ID, 
    COUNT(Ticket_ID) AS Tickets_Resolved_Within_SLA 
FROM {pipeline_name}.sample_csc_data 
WHERE Ticket_Status = 'Resolved' 
    AND "Resolution_Time (hrs)" <= 24 
GROUP BY Agent_ID 
ORDER BY Tickets_Resolved_Within_SLA DESC;