ticket_dataset.csv

Ticket_ID,Customer_Name,Customer_Email,Customer_Age,Customer_Gender,Product_Purchased,Date_of_Purchase,Ticket_Subject,Ticket_Channel,First_Response_Time,Time_to_Resolution,Customer_Satisfaction_Rating,Ticket_Type,Ticket_Description,Ticket_Status,Resolution,Ticket_Priority
1,Michael,[email protected],59,Female,Headphones,2023-01-03,General inquiry,Email,44 hours,88 hours,4,Technical Issue,Server crashes due to memory leaks in custom-developed software.,Closed,"Debug and optimize the software code to identify and fix memory leaks, and implement regular monitoring for early detection.",Medium
2,Edward,[email protected],56,Female,Headphones,2022-08-11,General inquiry,Phone,62 hours,91 hours,3,Technical Issue, Network congestion leading to packet loss in VoIP calls.,Closed,Implement Quality of Service (QoS) settings to prioritize VoIP traffic and minimize packet loss.,High
3,Mary,[email protected],53,Other,Webcam,2023-06-26,General inquiry,Phone,54 hours,65 hours,1,Billing Inquiry,Overcharging on invoices due to incorrect metering of data usage.,Closed,"Investigate the metering system, rectify any discrepancies, and issue refunds for overcharged amounts.",Urgent
4,Ronald,[email protected],40,Female,Keyboard,2023-12-04,General inquiry,Email,47 hours,168 hours,4,Billing Inquiry,Unexplained fees appearing on the billing statement without prior notification,Closed,"Establish transparent performance metrics, provide regular feedback, and conduct training sessions to ensure employees understand the evaluation process.",High
5,Jeffrey,[email protected],31,Other,Monitor,2022-10-06,General inquiry,Email,31 hours,152 hours,3,HR Issue,Employee dissatisfaction stemming from unclear performance evaluation criteria.,Closed,Implement Quality of Service (QoS) settings to prioritize VoIP traffic and minimize packet loss.,Urgent
6,Sarah,[email protected],54,Female,Monitor,2024-03-30,General inquiry,Web Form,52 hours,73 hours,2,HR Issue,Conflict between team members due to unclear reporting structures and overlapping responsibilities.,Closed,"Redefine reporting lines, clarify job roles and responsibilities, and foster open communication channels to address conflicts and ensure alignment within the team.",Low
7,George,[email protected],64,Female,Headphones,2023-06-09,General inquiry,Social Media,40 hours,117 hours,1,Technical Issue,Intermittent connectivity drops occurring due to faulty DSL line filters.,Closed, Replace DSL line filters with new ones to eliminate signal interference and stabilize the connection.,Low
8,Sarah,[email protected],60,Male,Microphone,2023-09-28,General inquiry,Email,64 hours,165 hours,5,Technical Issue,"Slow broadband speed caused by outdated firmware on the cable modem.

",Closed,"Debug and optimize the software code to identify and fix memory leaks, and implement regular monitoring for early detection.",Medium
9,John,[email protected],42,Male,Microphone,2022-05-18,General inquiry,Email,5 hours,135 hours,4,Technical Issue,Inconsistent Wi-Fi signal coverage due to interference from neighboring wireless networks.,Closed,Adjust Wi-Fi channels or upgrade to a dual-band router to mitigate interference and improve signal strength and coverage.,Urgent
10,Ryan,[email protected],35,Other,Headphones,2022-11-29,General inquiry,Email,6 hours,53 hours,2,Technical Issue," High latency during online gaming sessions caused by network congestion within the Internet Service Provider's (ISP) infrastructure.Contact the ISP to investigate and address network congestion issues, potentially by routing traffic through less congested pathways or upgrading network infrastructure.",Closed," Contact the ISP to investigate and address network congestion issues, potentially by routing traffic through less congested pathways or upgrading network infrastructure.",High
11,Jennifer,[email protected],28,Male,Webcam,2023-02-19,General inquiry,Phone,5 hours,5 hours,2,Technical Issue,Fluctuating broadband speed during peak usage hours attributed to oversubscription of network bandwidth by the ISP.,Closed,Contact the ISP to negotiate a higher bandwidth allocation or explore alternative broadband plans with guaranteed speeds during peak hours.,Low
12,Edward,[email protected],46,Female,Keyboard,2024-04-03,General inquiry,Email,1 hours,16 hours,2,Technical Issue,Unable to establish a broadband connection due to incorrect PPPoE (Point-to-Point Protocol over Ethernet) credentials configured on the router.,Closed,Verify and correct the PPPoE username and password configured on the router to establish a successful broadband connection.,Low
13,Ryan,[email protected],27,Other,Headphones,2024-02-13,General inquiry,Phone,9 hours,94 hours,5,Technical Issue,Limited Wi-Fi range causing dead zones in certain areas of the premises.,Closed,Install Wi-Fi range extenders or mesh network systems to boost signal coverage and eliminate dead zones.,Medium
14,James,[email protected],51,Other,Mouse,2022-06-09,General inquiry,Social Media,42 hours,23 hours,4,Technical Issue,Unstable broadband connection due to outdated or malfunctioning network interface cards (NICs) on devices.,Closed,Replace outdated or faulty NICs with new ones to ensure stable and reliable broadband connectivity.,High
15,Mary,[email protected],61,Male,Monitor,2022-08-02,General inquiry,Phone,32 hours,147 hours,2,Technical Issue,Slow browsing speeds caused by browser cache and cookies accumulation.,Closed,"Clear browser cache and cookies regularly or use browser extensions to automate the process, thereby improving browsing speeds.",Medium
16,Timothy,[email protected],42,Male,Microphone,2023-02-11,General inquiry,Phone,67 hours,78 hours,4,Technical Issue,Inability to connect to the internet due to incorrect network adapter settings on the computer.,Closed,"Verify and correct network adapter settings (such as IP address, subnet mask, gateway, and DNS server) to establish a successful internet connection.",High
17,Kevin,[email protected],54,Male,Monitor,2023-12-05,General inquiry,Social Media,67 hours,44 hours,4,Technical Issue,Broadband connection dropping randomly due to outdated or incompatible router firmware.,Closed,Update the router firmware to the latest compatible version provided by the manufacturer to address compatibility issues and stabilize the connection.,Medium
18,Anthony,[email protected],30,Male,Keyboard,2024-03-11,General inquiry,Email,70 hours,72 hours,1,Technical Issue,Poor broadband performance caused by outdated or inadequate wiring infrastructure within the premises.,Closed,"Upgrade wiring infrastructure (e.g., coaxial cables, Ethernet cables, telephone lines) to meet current standards and improve broadband performance.",High
19,Joseph,[email protected],47,Female,Laptop,2022-09-08,General inquiry,Chat,33 hours,12 hours,1,Technical Issue,DNS resolution failures resulting from DNS server downtime or misconfiguration.,Closed,Switch to alternative DNS servers (such as Google DNS or Cloudflare DNS) temporarily or permanently to resolve DNS-related issues.,Medium
20,Robert,[email protected],38,Male,Keyboard,2024-02-28,General inquiry,Email,48 hours,77 hours,4,Technical Issue,Broadband speed throttling by the ISP due to exceeding data usage limits.,Closed,"Monitor data usage regularly and upgrade to a broadband plan with higher data allowances if necessary to avoid speed throttling. Alternatively, contact the ISP to negotiate better terms or resolve any billing discrepancies.",High
21,Andrew,[email protected],22,Male,Mouse,2022-04-09,General inquiry,Social Media,14 hours,91 hours,5,Technical Issue,Server running out of disk space.,Open,,High
22,Mary,[email protected],66,Female,Laptop,2022-07-20,General inquiry,Social Media,65 hours,34 hours,5,Technical Issue,Server experiencing network connectivity issues.,Open,,Medium
23,Brian,[email protected],20,Other,Microphone,2024-02-14,General inquiry,Chat,10 hours,70 hours,2,Technical Issue, Server not responding to ping requests.,Closed,"Check network connectivity, firewall settings, and server status; restart the server's network services if necessary.",Medium
24,Jason,[email protected],56,Male,Keyboard,2023-10-26,General inquiry,Email,61 hours,152 hours,3,Technical Issue,Server clock out of sync.,Closed,Set up time synchronization with a reliable time server or adjust the server's clock manually.,Urgent
25,George,[email protected],57,Other,Keyboard,2023-05-21,General inquiry,Social Media,14 hours,51 hours,2,Technical Issue,Server running out of available memory (RAM).,Closed,": Identify and terminate memory-intensive processes, add more RAM modules if feasible, or optimize server memory usage.",High
26,Robert,[email protected],58,Female,Laptop,2023-11-26,General inquiry,Phone,61 hours,119 hours,5,Technical Issue,Laptop battery not charging.,Closed," Check the power adapter connection, clean charging port, and replace the battery if necessary.",Low
27,Susan,[email protected],34,Female,Monitor,2022-07-23,General inquiry,Chat,52 hours,97 hours,2,Technical Issue,Server experiencing performance bottlenecks due to insufficient bandwidth.,Closed,"Upgrade network infrastructure, switch to higher bandwidth connections, or implement traffic prioritization/QoS settings.",Low
28,George,[email protected],61,Other,Headphones,2023-06-24,General inquiry,Web Form,57 hours,111 hours,4,Technical Issue,Server unable to boot due to corrupted system files.,Closed," Boot into recovery mode and perform a system file integrity check (e.g., using SFC on Windows or fsck on Linux), then repair or restore corrupted files.",Medium
29,Andrew,[email protected],61,Female,Laptop,2022-04-18,General inquiry,Phone,58 hours,91 hours,5,Technical Issue,"Laptop overheating during use.

",Closed,"Clean dust from cooling vents, use a laptop cooling pad, and avoid blocking ventilation.
",High
30,Linda,[email protected],35,Female,Microphone,2022-12-23,General inquiry,Web Form,70 hours,86 hours,3,Technical Issue,OS boot failure in Laptop,Closed,Conducted a system restore to a previous stable state using system recovery options.,Medium
31,Robert,[email protected],28,Other,Headphones,2023-03-18,General inquiry,Email,65 hours,50 hours,3,HR Issue,Delayed Processing of Employee Leave Requests,Closed,Established clear communication channels to address leave-related inquiries promptly.,High
32,Charles,[email protected],24,Other,Headphones,2023-01-28,General inquiry,Chat,53 hours,34 hours,3,Technical Issue,Laptop keyboard keys not responding.,Closed,": Check for debris under the keys, use compressed air to clean the keyboard, or replace the keyboard if necessary.",Medium
33,Karen,[email protected],35,Female,Monitor,2024-03-20,General inquiry,Phone,38 hours,39 hours,2,Technical Issue, Laptop Wi-Fi connection dropping or not connecting.,Closed,"Update Wi-Fi drivers, reset network settings, or adjust power management settings for the wireless adapter.",High
34,Nicholas,[email protected],68,Other,Microphone,2023-09-24,General inquiry,Email,65 hours,20 hours,2,Technical Issue,Laptop making loud fan noises.,Closed,"Clean dust from the fan blades, update BIOS firmware, or replace the fan if it's damaged.",Medium
35,Ryan,[email protected],56,Female,Headphones,2022-04-14,General inquiry,Phone,31 hours,138 hours,3,Technical Issue,"Laptop not booting up or showing a black screen.

",Closed,"Perform a hard reset, connect an external monitor to check for display output, and troubleshoot hardware components such as RAM or hard drive.",High
36,Sarah,[email protected],32,Female,Headphones,2022-07-22,General inquiry,Social Media,29 hours,10 hours,1,Technical Issue,Laptop touchpad not responding or acting erratically.,Open,,Medium
37,Thomas,[email protected],40,Female,Microphone,2022-06-29,General inquiry,Email,23 hours,102 hours,5,Technical Issue,Laptop webcam not working.,Closed,"Update webcam drivers, check privacy settings, and ensure the webcam is not physically blocked or disabled.",Urgent
38,Elizabeth,[email protected],46,Female,Mouse,2023-10-27,General inquiry,Email,62 hours,130 hours,1,Technical Issue,OS running slow after prolonged use.,Closed,"Restart the computer to clear memory and temporary files, disable unnecessary startup programs, and perform disk cleanup.",High
39,Daniel,[email protected],23,Female,Headphones,2023-07-30,General inquiry,Web Form,6 hours,93 hours,2,Technical Issue,External devices not recognized by the OS,Closed,"Check device connections, update drivers, and ensure compatibility with the OS version. If necessary, try using different USB ports or cables.",Low
40,Joseph,[email protected],21,Other,Laptop,2023-01-30,General inquiry,Phone,29 hours,46 hours,4,Technical Issue,Printer not working after OS upgrade.,Closed," Update printer drivers, ensure printer is connected and powered on, and troubleshoot printer spooler service.",Low
41,Karen,[email protected],62,Female,Keyboard,2022-09-24,General inquiry,Social Media,1 hours,75 hours,2,Technical Issue,Application freezing or crashing frequently.,Closed,"Update the application, check for compatibility issues with OS, or reinstall the application.",Medium
42,Kevin,[email protected],19,Male,Laptop,2023-12-17,General inquiry,Web Form,3 hours,17 hours,5,Technical Issue,Bluetooth devices not pairing with the computer.,Closed," Ensure Bluetooth is enabled on both devices, remove and re-pair the devices, update Bluetooth drivers, or troubleshoot interference from other Bluetooth devices or wireless signals.",High
43,Linda,[email protected],49,Female,Webcam,2022-09-17,General inquiry,Phone,7 hours,53 hours,1,Technical Issue,Webcam not working during video calls.,Closed,"Check webcam settings in the application, update webcam drivers, ensure the webcam is not disabled in device manager, and troubleshoot permissions and privacy settings.",Medium
44,Thomas,[email protected],18,Other,Monitor,2022-12-17,General inquiry,Email,45 hours,141 hours,2,Technical Issue,Software application crashing upon startup.,Closed," Check for updates to the application, reinstall the application, or troubleshoot compatibility issues with the OS or other software.",High
45,Gary,[email protected],41,Other,Microphone,2023-04-07,General inquiry,Social Media,9 hours,101 hours,4,Technical Issue,Touchscreen not responding on a touchscreen-enabled device.,Closed,"Restart the device, calibrate the touchscreen in device settings, update touchscreen drivers, and check for physical damage or obstructions on the screen.",Medium
46,Edward,[email protected],36,Female,Webcam,2023-05-31,General inquiry,Social Media,64 hours,161 hours,1,Billing Inquiry,Unexpected charges appearing on the bill.,Closed,Contact the billing department to inquire about the charges and request clarification or correction if necessary.,High
47,Joseph,[email protected],55,Female,Webcam,2023-01-05,General inquiry,Chat,17 hours,128 hours,1,Billing Inquiry,Incorrect billing address listed on the invoice.,Closed,Update the billing address through the account management portal or contact customer support to ensure accurate billing information.,Medium
48,John,[email protected],24,Male,Laptop,2024-02-04,General inquiry,Chat,1 hours,83 hours,1,Billing Inquiry,Double billing for the same product or service.,Closed,Notify the billing department of the duplicate charges and request a refund or credit for the overcharged amount.,High
49,Brian,[email protected],54,Male,Keyboard,2023-06-30,General inquiry,Web Form,70 hours,21 hours,5,Billing Inquiry,Subscription renewal charged at a higher rate than initially agreed upon.,Closed,Review the terms of the subscription agreement and contact customer support to address any discrepancies in the renewal rate.,Medium
50,George,[email protected],45,Female,Monitor,2023-06-04,General inquiry,Email,2 hours,117 hours,2,Billing Inquiry,Service cancellation request not reflected in subsequent bills.,Open,,Urgent
51,Ryan,[email protected],55,Other,Headphones,2022-06-27,General inquiry,Chat,50 hours,98 hours,1,Billing Inquiry, Inaccurate meter readings resulting in overbilling.,Closed,Provide accurate meter readings to the billing department and request an adjustment to the billing statement to reflect the correct usage.,High
52,Robert,[email protected],28,Other,Headphones,2023-03-18,General inquiry,Email,65 hours,50 hours,3,Billing Inquiry, Auto-renewal of a subscription service without prior notification.,Closed,Contact customer support to cancel the auto-renewal and request a refund if the renewal occurred without consent.,Low
53,Patricia,[email protected],62,Male,Laptop,2023-08-31,General inquiry,Chat,60 hours,4 hours,4,Billing Inquiry,Discrepancies between quoted prices and actual charges on the invoice.,Closed,Review the initial quote or contract agreement and contact the billing department to reconcile any pricing discrepancies.,Low
54,Joseph,[email protected],18,Male,Microphone,2022-11-27,General inquiry,Phone,24 hours,91 hours,5,Billing Inquiry,Service interruptions due to overdue payments despite making a payment.,Closed, Provide proof of payment to the billing department and request the restoration of services affected by the payment delay.,Medium
55,Barbara,[email protected],31,Female,Keyboard,2022-12-24,General inquiry,Social Media,39 hours,108 hours,5,Billing Inquiry,Inconsistent billing formats or layouts causing difficulty in understanding the invoice.,Closed,Provide feedback to the billing department regarding the clarity of billing statements and request improvements to enhance readability.,High
56,Andrew,[email protected],40,Male,Keyboard,2024-01-16,General inquiry,Phone,38 hours,35 hours,2,Billing Inquiry, Prepaid account balance depleted prematurely due to unexpected charges.,Closed,Review account activity with the billing department to identify the cause of the depletion and adjust account settings to prevent future unexpected charges.,Medium
57,Thomas,[email protected],43,Female,Microphone,2022-11-08,General inquiry,Chat,18 hours,91 hours,2,Billing Inquiry,Suspended account due to non-payment despite payment made within the grace period.,Closed, Contact the billing department to provide proof of payment and request the restoration of account services suspended in error.,High
58,Patricia,[email protected],26,Male,Headphones,2022-12-17,General inquiry,Email,45 hours,133 hours,4,Billing Inquiry," Incorrect salary amount deposited into the bank account.

",Closed, Verify the payroll details with the HR department and request a correction for any discrepancies in the salary amount.,Medium
59,Mary,[email protected],32,Other,Headphones,2023-10-09,General inquiry,Social Media,14 hours,96 hours,1,Billing Inquiry, Delay in salary payment beyond the scheduled payday.,Closed, Contact the HR or payroll department to inquire about the delay and request an expedited payment if necessary.,High
60,Jessica,[email protected],25,Female,Laptop,2022-04-17,General inquiry,Email,16 hours,76 hours,1,Billing Inquiry, Deductions made from the salary without proper explanation.,Closed, Review the pay stub or salary statement to identify the deductions and seek clarification from the HR or payroll department.,Medium
61,Jessica,[email protected],25,Other,Microphone,2022-10-17,General inquiry,Chat,3 hours,58 hours,3,Billing Inquiry, Salary not adjusted for overtime hours worked.,Closed,Submit a timesheet or record of overtime hours worked to the HR or payroll department for adjustment in the salary calculation.,High
62,Joseph,[email protected],18,Male,Microphone,2022-11-27,General inquiry,Phone,24 hours,91 hours,5,HR Issue,"Is it compulsory for leave requests to be accepted , if informed prior",Closed,Streamlined leave request procedures and implemented automated tracking systems.,Medium
63,Barbara,[email protected],31,Female,Keyboard,2022-12-24,General inquiry,Social Media,39 hours,108 hours,5,Billing Inquiry,Incorrect Billing Amount on Customer Invoice,Closed,Conducted a thorough review of the customer's billing history and account details to identify the discrepancy.,Urgent
64,Gary,[email protected],37,Female,Keyboard,2023-06-29,General inquiry,Web Form,10 hours,50 hours,1,Billing Inquiry,Salary overpayment leading to incorrect tax deductions,Closed, Notify the HR or payroll department of the overpayment and request adjustments to the tax deductions to rectify the error.,High
65,James,[email protected],51,Male,Laptop,2022-09-13,General inquiry,Social Media,60 hours,56 hours,2,Billing Inquiry,Salary garnishment or deductions for outstanding debts or obligations.,Closed, Review the legal basis for the garnishment or deductions with the HR or payroll department and seek assistance in negotiating repayment terms if necessary.,Low
66,Anthony,[email protected],65,Male,Laptop,2023-08-04,General inquiry,Phone,41 hours,168 hours,2,Billing Inquiry,Salary discrepancies between the employment contract and actual payment.,Open,,Low
67,Stephen,[email protected],26,Male,Webcam,2023-08-08,General inquiry,Email,12 hours,120 hours,1,Billing Inquiry,"Delay in processing reimbursement requests.

",Closed,Follow up with the finance or reimbursement department to inquire about the status of the request and provide any necessary documentation for expedited processing.,Medium
68,Timothy,[email protected],22,Male,Laptop,2024-03-31,General inquiry,Email,61 hours,46 hours,2,Billing Inquiry, Reimbursement claim rejected due to missing or incomplete documentation.,Closed,Review the rejection notice for specific documentation requirements and resubmit the reimbursement claim with the required information included.,High
69,Elizabeth,[email protected],61,Other,Headphones,2023-11-20,General inquiry,Email,18 hours,161 hours,5,Billing Inquiry,Reimbursement claim for professional development expenses denied due to insufficient proof of attendance.,Closed," Provide proof of attendance (e.g., certificates, sign-in sheets) for the professional development activities, resubmit the reimbursement claim, and ensure all required documentation is included.",Medium
70,Scott,[email protected],40,Other,Webcam,2023-04-27,General inquiry,Email,38 hours,24 hours,1,Billing Inquiry,Reimbursement claim for medical expenses denied due to lack of supporting documentation.,Closed,"Gather all necessary medical receipts and documentation, resubmit the reimbursement claim, and provide additional information as requested.",High
71,Andrew,[email protected],61,Other,Webcam,2022-10-29,General inquiry,Web Form,10 hours,102 hours,3,Billing Inquiry,"Reimbursement claim denied due to exceeding the maximum allowable amount.

",Closed,: Review the denial notice for the maximum allowable amount and resubmit the reimbursement claim with expenses adjusted to meet the limit.,Medium
72,Gary,[email protected],58,Other,Headphones,2023-07-17,General inquiry,Chat,28 hours,37 hours,5,Billing Inquiry,Reimbursement claim rejected due to missing or incomplete documentation.,Open,,High
73,Eric,[email protected],60,Female,Webcam,2023-04-19,General inquiry,Chat,35 hours,41 hours,2,Billing Inquiry, Delay in receiving annual performance bonus.,Closed,Contact the HR department or relevant supervisor to inquire about the status of the bonus payment and provide any necessary documentation or clarification to expedite the process.,Medium
74,Linda,[email protected],35,Female,Microphone,2022-12-23,General inquiry,Web Form,70 hours,86 hours,3,Billing Inquiry,Bonus amount received is lower than expected or promised.,Closed,Schedule a meeting with HR or management to discuss the discrepancy and seek clarification on the bonus calculation. Provide evidence of performance achievements or agreements to support your claim for the expected bonus amount.,High
75,Karen,[email protected],70,Other,Webcam,2023-06-24,General inquiry,Phone,67 hours,81 hours,4,HR Issue, requesting clarification on company's remote work policy.,Closed,HR department sends an email with detailed remote work policy guidelines and arranges a virtual meeting for further discussion if necessary.,Medium
76,Anthony,[email protected],43,Female,Laptop,2022-04-27,General inquiry,Chat,50 hours,14 hours,1,HR Issue, reporting a conflict with a colleague regarding project responsibilities.,Closed,HR schedules a mediation meeting between the two employees to discuss and resolve the conflict.,High
77,Justin,[email protected],31,Male,Webcam,2022-04-30,General inquiry,Phone,41 hours,87 hours,3,HR Issue, experiencing technical difficulties with the HR software for time tracking.,Open,,Medium
78,Jessica,[email protected],44,Female,Monitor,2024-01-20,General inquiry,Phone,64 hours,84 hours,5,HR Issue,seeking assistance with updating personal information in the company's HR system.,Closed,HR updates the employee's personal information as per the request and sends a confirmation email.,High
79,Karen,[email protected],55,Female,Webcam,2023-06-21,General inquiry,Social Media,41 hours,136 hours,4,HR Issue,Employee complaining about discriminatory behavior from a manager during a team meeting.,Closed,"HR conducts an investigation into the matter, interviews involved parties, and takes appropriate disciplinary action against the manager if necessary.",Medium
80,John,[email protected],49,Male,Microphone,2022-09-09,General inquiry,Chat,3 hours,143 hours,3,HR Issue, submitting a request for parental leave and seeking guidance on the process.,Closed,HR provides the employee with the necessary forms and instructions for applying for parental leave and ensures smooth transition during the absence period.,High
81,Susan,[email protected],65,Female,Monitor,2023-10-24,General inquiry,Email,14 hours,147 hours,5,HR Issue, reporting harassment from a coworker via email communications.,Closed,"HR investigates the email communications, counsels the accused coworker, and provides harassment prevention training to all employees.",Medium
82,Stephen,[email protected],52,Male,Webcam,2023-09-28,General inquiry,Web Form,17 hours,105 hours,3,HR Issue,reporting a problem with their workstation ergonomics causing discomfort.,Closed,"HR arranges for an ergonomic assessment of the employee's workstation, provides ergonomic equipment if necessary, and educates the employee on proper ergonomic practices.",High
83,William,[email protected],28,Other,Webcam,2023-09-09,General inquiry,Phone,48 hours,3 hours,5,HR Issue, experiencing difficulties with accessing healthcare benefits through the company's portal.,Closed,HR contacts the healthcare provider to troubleshoot the issue and ensures the employee's access to healthcare benefits.,Medium
84,Mary,[email protected],66,Male,Microphone,2023-04-17,General inquiry,Email,30 hours,46 hours,2,HR Issue," reporting a problem with their payroll, claiming incorrect deductions.",Closed,"HR conducts an audit of the employee's payroll records, rectifies any errors, and ensures correct deductions moving forward.",Urgent
85,Brian,[email protected],38,Male,Headphones,2023-08-08,General inquiry,Phone,15 hours,119 hours,4,HR Issue, requesting accommodation for a disability under the ADA guidelines.,Closed,"HR initiates the interactive process with the employee, reviews accommodation options, and implements necessary accommodations to support the employee's needs.",High
86,Joseph,[email protected],47,Other,Keyboard,2022-08-29,General inquiry,Email,23 hours,42 hours,1,HR Issue,Employee seeking guidance on the company's policy regarding whistleblowing and reporting misconduct.,Closed,HR provides the employee with the whistleblowing policy document and ensures confidentiality and protection for whistleblowers.,Low
87,William,[email protected],68,Male,Mouse,2022-04-13,General inquiry,Chat,58 hours,66 hours,4,HR Issue,Employee reporting an issue with their manager's communication style affecting team morale.,Closed,"HR conducts a feedback session with the team to gather insights, provides coaching to the manager on effective communication, and monitors progress.",Low
88,Mary,[email protected],57,Female,Microphone,2023-01-28,General inquiry,Web Form,17 hours,78 hours,4,HR Issue, information about the company's retirement plans and investment options.,Closed,"HR arranges a meeting with the employee to discuss retirement plans, provides informational materials, and connects them with financial advisors if needed.",Medium
89,Robert,[email protected],57,Female,Webcam,2024-03-19,General inquiry,Web Form,49 hours,54 hours,2,HR Issue, seeking guidance on the process for requesting FMLA leave due to a family medical emergency.,Closed,"HR guides the employee through the FMLA leave request process, provides necessary forms, and ensures compliance with FMLA regulations.",High
90,Barbara,[email protected],70,Female,Microphone,2022-09-02,General inquiry,Phone,8 hours,19 hours,2,HR Issue, requesting information about available training programs for professional development.,Closed,HR provides the employee with a list of available training programs and assists in enrolling in relevant courses.,Medium
91,Anthony,[email protected],70,Female,Webcam,2023-06-10,General inquiry,Phone,66 hours,115 hours,4,HR Issue,seeking clarification on the company's code of conduct regarding social media usage.,Closed,HR sends the employee the company's code of conduct document and arranges a meeting to discuss any specific questions or concerns.,High
92,Kevin,[email protected],21,Male,Keyboard,2023-11-03,General inquiry,Chat,39 hours,147 hours,5,HR Issue, reporting a safety concern regarding a faulty piece of equipment in the office.,Closed,HR contacts the facilities management team to address the safety issue immediately and ensures that employees are informed about safety protocols.,Medium
93,Thomas,[email protected],67,Female,Headphones,2023-08-22,General inquiry,Social Media,36 hours,123 hours,3,HR Issue,requesting a change in work schedule due to childcare commitments.,Closed,"HR reviews the employee's request, assesses feasibility, and communicates the approved schedule change to the employee and their supervisor.",High
94,Stephen,[email protected],48,Other,Laptop,2024-03-12,General inquiry,Chat,69 hours,63 hours,5,HR Issue,inquiring about the procedure for reimbursement of business-related expenses.,Closed,HR sends the employee the reimbursement form and guidelines for submitting expense reports.,Medium
95,Stephen,[email protected],51,Female,Webcam,2023-06-25,General inquiry,Email,21 hours,158 hours,1,HR Issue,accommodation for religious observance conflicting with work schedule.,Closed,"HR conducts a discussion with the employee to understand the religious observance requirements, assesses the impact on work, and implements a flexible schedule or alternative arrangements to accommodate the employee's needs while ensuring operational efficiency.",High
96,James,[email protected],32,Male,Monitor,2023-03-05,General inquiry,Social Media,42 hours,50 hours,5,HR Issue,breach of confidentiality by a coworker regarding sensitive project information.,Closed,"HR conducts an investigation into the reported breach, interviews relevant parties, reinforces confidentiality policies with all employees, and takes appropriate disciplinary action against the violator to mitigate further breaches.",Medium
97,Susan,[email protected],40,Female,Monitor,2024-03-20,General inquiry,Social Media,61 hours,5 hours,4,HR Issue,expressing concerns about workload imbalance and feeling overwhelmed with tasks.,Closed,"HR meets with the employee to discuss workload concerns, reviews task distribution, provides support in prioritizing tasks, and considers workload adjustments or additional resources to alleviate the employee's stress and improve productivity.",High
98,Patricia,[email protected],41,Male,Mouse,2023-04-06,General inquiry,Chat,37 hours,96 hours,1,HR Issue,seeking guidance on career advancement opportunities within the company.,Closed,"HR conducts a career development discussion with the employee to assess skills, interests, and goals, provides information on internal job openings, mentorship programs, and training opportunities, and assists the employee in creating a personalized career development plan.",Medium
99,William,[email protected],23,Female,Mouse,2022-04-19,General inquiry,Social Media,6 hours,86 hours,1,HR Issue,hostile work environment due to ongoing conflicts with a supervisor.,Open,,Medium
100,Joseph,[email protected],57,Male,Mouse,2023-04-08,General inquiry,Social Media,13 hours,149 hours,2,Billing Inquiry,Reimbursement claim for transport expenses denied due to lack of supporting documentation.,Closed,"Gather all necessary transportation receipts and documentation, resubmit the reimbursement claim, and provide additional information as requested.",High
101,Jennifer,[email protected],28,Male,Webcam,2023-02-19,General inquiry,Phone,5 hours,5 hours,2,Technical Issue,Server Disk Space / Memory Exhaustion,Closed,Conducted thorough disk cleanup and implemented automated scripts for regular maintenance.,High
102,Edward,[email protected],46,Female,Keyboard,2024-04-03,General inquiry,Email,1 hours,16 hours,2,Technical Issue,Server out of memory issue,Closed,Procured additional storage hardware and expanded existing disk volumes to meet growing demands.,Medium
103,Ryan,[email protected],27,Other,Headphones,2024-02-13,General inquiry,Phone,9 hours,94 hours,5,Technical Issue,"no space , less memory  in Server",Closed,Implemented data deduplication and compression algorithms to optimize storage utilization.,Urgent
104,Gary,[email protected],58,Other,Headphones,2023-07-17,General inquiry,Chat,28 hours,37 hours,5,Technical Issue,Unreliable Wi-Fi Connectivity,Closed,Conducted Wi-Fi site survey to identify interference sources and adjusted router channels accordingly.,High
105,Eric,[email protected],60,Female,Webcam,2023-04-19,General inquiry,Chat,35 hours,41 hours,2,Technical Issue,Wifi Connection issues ,Closed,Installed additional access points strategically to improve coverage in dead zones.,High
106,Linda,[email protected],35,Female,Microphone,2022-12-23,General inquiry,Web Form,70 hours,86 hours,3,Technical Issue,Not recieving broadbam / wifi connection deadzone ,Closed,Upgraded Wi-Fi equipment firmware and adjusted antenna positioning for optimal signal strength.,High
107,Gary,[email protected],58,Other,Headphones,2023-07-17,General inquiry,Chat,28 hours,37 hours,5,Technical Issue,Operating System Boot Failure,Closed,Identified and repaired corrupted system files using the operating system's built-in recovery tools.,High
108,Eric,[email protected],60,Female,Webcam,2023-04-19,General inquiry,Chat,35 hours,41 hours,2,Technical Issue,Inability to Boot Windows Operating System,Closed,Updated device drivers and performed system updates to address compatibility issues.,High
109,Daniel,[email protected],41,Other,Headphones,2022-12-26,General inquiry,Social Media,3 hours,43 hours,1,Technical Issue,Laptop screen flickering or displaying artifacts.,Closed,"Update graphics drivers, adjust screen refresh rate, or replace the display cable.",High
110,Ryan,[email protected],37,Male,Webcam,2023-09-04,General inquiry,Chat,50 hours,52 hours,1,Technical Issue, Laptop running slow or freezing frequently.,Closed,"Perform disk cleanup, uninstall unused programs, and upgrade RAM or switch to an SSD.",High
111,Patricia,[email protected],62,Male,Laptop,2023-08-31,General inquiry,Chat,60 hours,4 hours,4,HR Issue,Leave requests no yet accepted,Closed,Assigned backup personnel to handle leave requests during peak periods or staff absences.,High
112,Ryan,[email protected],65,Other,Microphone,2022-12-31,General inquiry,Phone,69 hours,70 hours,3,Billing Inquiry,Salary increment or promotion not reflected in the paycheck.,Closed,Provide documentation of the salary increment or promotion to the HR department and request an update to the salary structure accordingly.,Medium
113,Joseph,[email protected],26,Male,Microphone,2023-05-02,General inquiry,Chat,28 hours,13 hours,4,Billing Inquiry, Incomplete or missing bonuses or incentives in the salary payment.,Closed,Contact the HR or payroll department to inquire about the missing bonuses or incentives and request their inclusion in the next salary payment.,Urgent
114,Andrew,[email protected],40,Male,Keyboard,2024-01-16,General inquiry,Phone,38 hours,35 hours,2,Billing Inquiry, Inaccurate Amount Charged on Customer Invoice,Closed,Issued a credit memo for the overcharged amount and adjusted the invoice accordingly.,Medium
115,Thomas,[email protected],43,Female,Microphone,2022-11-08,General inquiry,Chat,18 hours,91 hours,2,Billing Inquiry,Please explain the extra charges applied on Invoice,Closed,"Implemented enhanced quality control measures within the billing process to minimize the occurrence of similar errors going forward.




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