Enterprise Support Ticket & SLA Operational Dashboard

Power BI dashboard analyzing 150,000 support tickets across 6 regions in Egypt over a full year. The business needed to know if a 79% SLA breach rate (95.71% for Critical tickets) was a people, regional, or systemic issue. I built a custom SLA_Breached column and 17 DAX measures in Power Query, then designed a 3-page dashboard with drill-down by priority, region, channel, and rep. Result: proved the issue was 100% systemic — all regions, channels, and 100 reps showed near-identical ~79% breach rates — redirecting focus from blame to fixing the underlying process.