Capstone · Customer support leadership

Prepare support tickets and surveys for a dashboard

Support leadership wants a dashboard of tickets by channel and satisfaction scores per question. Channels are typed by agents, and the survey export has one column per question.

Prepare both datasets so the dashboard can't show invented values.

Checkpoints

1. Channels mapped with the approved dictionary.
Map channels with an approved dictionary
2. Survey answers in long format, no invented scores.
Unpivot survey answers without inventing scores
3. Missing regions labelled; durations kept missing.
Label unknown categories, keep missing numbers missing
4. Monthly view without zeros for absent months.
Pivot monthly values, keeping zeros and gaps apart

Final quality report

Write it in your private notes below (saved to your account) or in your own document. It isn't auto-graded; use it to practise the handoff interviewers ask about.

Unmapped channel values and a proposed dictionary update for the owner.
Response rates per question (answered versus missing).
Why missing durations stay missing in the averages.
Dashboard caveats to show next to each chart.