Customer Support Case Escalations

This dataset provides detailed records of customer support case histories, including escalation events, response and resolution times, agent assignments, and customer satisfaction ratings. It is ideal for analyzing support workflows, identifying escalation patterns, and optimizing customer service processes across product categories.

  • last updated 29 Jul 2025
  • by GoMask
The brief that made it

Support process optimization and workflow automation

Sample rows

preview · 8 of 200 rows · all 20 columns
case_idstringprioritystringfirst_response_time_minutesfloatescalatedbooleanproduct_categorystringcustomer_idstringcustomer_namestringcustomer_emailstringcase_created_datetimedatetimecase_closed_datetimedatetimecase_statusstringescalation_datetimedatetimeassigned_agent_idstringassigned_agent_namestringfirst_response_datetimedatetimetotal_resolution_time_minutesfloatresolution_outcomestringcustomer_satisfaction_ratingintegerescalation_reasonstringresolution_notesstring
CASE-00001low0.53falseSpamCUST-92018Maria Fernándezm.fernandez@correo.es2023-11-06T09:22:18Z2023-11-06T10:22:17ZclosedblankAGT-1001Noah Williams2023-11-06T09:22:50Z60duplicateblankblankCase was a duplicate of previous ticket #11839, closed immediately.
CASE-00002medium11.77falseSaaS PlatformCUST-78451Ananya Ghoshananya.ghosh@outlook.in2023-11-09T14:07:33Z2023-11-10T18:14:22ZresolvedblankAGT-1017Lars Schmidt2023-11-09T14:19:19Z1600.82resolved5blankIssue with SaaS login resolved by password reset and user guidance.
CASE-00003low0.12falseGeneral InquiryCUST-11038Jinwoo Parkjinwoo.park@naver.kr2023-11-13T03:41:55Z2023-11-13T03:45:59ZclosedblankAGT-1098Ava Johnson2023-11-13T03:42:02Z4.07duplicateblankblankReport matched a known bug, linked to existing case. No further action.
CASE-00004medium7.55falseBillingCUST-65713Paul Müllerpaul.mueller@web.de2023-11-17T19:00:01Z2023-11-18T09:10:12ZresolvedblankAGT-1003Emanuele Rossi2023-11-17T19:07:34Z860.18resolved5blankExplained billing structure, clarified customer misunderstanding.
CASE-00005lowblankfalseblankCUST-41984Ahmed Al-Farsiahmed.alfarsi@gmail.com2023-11-19T08:22:10Zblankopenblankblankblankblankblankresolvedblankblankblank
CASE-00006medium11.53falseOnboardingCUST-52137Chloe Duboischloe.dubois@orange.fr2023-11-22T12:11:40Z2023-11-23T10:19:24ZresolvedblankAGT-1015Haruto Tanaka2023-11-22T12:23:12Z1327.73resolved4blankProvided detailed onboarding support for new subscription.
CASE-00007medium14.65falsePaymentsCUST-84729Sophie Duboissophie.dubois@wanadoo.fr2023-11-23T17:41:02Z2023-11-24T02:00:53ZresolvedblankAGT-1120Aisha Bakr2023-11-23T17:55:41Z498.85resolved5blankFixed payment method issue; customer updated card.
CASE-00008mediumblankfalseCloud ServicesCUST-24360Andrei Petrescuandrei.petrescu@yahoo.ro2023-11-28T10:24:31Zblankpendingblankblankblankblankblankresolvedblankblankblank

What the 200 rows show

from the 200-row sample

Urgent priority stands out: 16 of its 16 rows have escalated = true, against 8 of 184 for the rest.

  • 12%escalated = true
  • 4.7median first_response_time_minutes
  • 4case statuses
  • 5resolution outcomes
  • 502.2median total_resolution_time_minutes
  • 4median customer_satisfaction_rating
Escalated rate by priorityescalated = true
0%50%100%0%low0 of 470%medium0 of 10324%high8 of 34100%urgent16 of 16
first_response_time_minutes175 rows, in bands of 20
08517016920211060120first_response_time_minutes →

Median 4.7, from 0.02 to 105.7.

product_category181 rows with a value · 19 left blank
  1. Spam23
  2. SaaS Platform18
  3. General Inquiry15
  4. Payments15
  5. Account Management15
  6. Billing14
  7. Support12
  8. Subscription10
  9. Infrastructure8
  10. Cloud Services7
20 columns by typefrom the column list below
  • string 12
  • integer 1
  • float 2
  • datetime 4
  • boolean 1

Columns

20 columns in four groups
blueprint · 20 columns
columntypedescriptionexample
Text 12 columns
case_idstringUnique identifier for each customer support case.uniqueCASE-00001
customer_idstringUnique identifier for the customer who raised the support case.CUST-92018
customer_namestringFull name of the customer.optionalMaria Fernández
customer_emailstringEmail address of the customer.optionalm.fernandez@correo.es
case_statusstringCurrent status of the support case.open · pending · escalated · resolved · closedclosed
escalation_reasonstringReason for escalation, if the case was escalated.optionalIssue required Tier 2 tec…
prioritystringPriority level assigned to the case.low · medium · high · urgentlow
assigned_agent_idstringUnique identifier for the support agent assigned to the case.optionalAGT-1001
assigned_agent_namestringFull name of the assigned support agent.optionalNoah Williams
resolution_outcomestringFinal outcome of the support case.5 valuesduplicate
resolution_notesstringDetailed notes or summary of how the case was resolved.optionalCase was a duplicate of p…
product_categorystringCategory of the product or service related to the case.optionalSpam
Numbers 3 columns
first_response_time_minutesfloatTime in minutes between case creation and first response.0 or more · optional0.53
total_resolution_time_minutesfloatTotal time in minutes from case creation to resolution/closure.0 or more · optional60
customer_satisfaction_ratingintegerCustomer satisfaction rating for the case (e.g., 1-5 scale).1 to 5 · optional5
Dates and times 4 columns
case_created_datetimedatetimeTimestamp when the support case was created.2023-11-06T09:22:18Z
case_closed_datetimedatetimeTimestamp when the support case was closed/resolved.optional2023-11-06T10:22:17Z
escalation_datetimedatetimeTimestamp when the case was escalated, if applicable.optional2023-12-17T06:00:19Z
first_response_datetimedatetimeTimestamp when the first response was sent to the customer.optional2023-11-06T09:22:50Z
True or false 1 column
escalatedbooleanIndicates whether the case was escalated to a higher support tier.false

Use it for

  • escalated12%24 of 200 rowsmean first response t…3.7low11.9medi…4.9high3.1urge…

    A technology dashboard

    The escalated rate, first_response_time_minutes by priority and a breakdown of product_category. Excel, Power BI or Tableau.

  • Why do 24 of 200 rows have escalated = true?

    A root-cause class exercise

    Hand out the rows and one question. The answer is in the data, not in the brief.

  • A software demo

    Believable cases with customer_id, customer_name and customer_email to fill a screen in front of a buyer.

Not quite right?

Make it yours.

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This dataset200 rows20 columns
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blueprint · customer-support-case-escalations

Behind this dataset

Same schema. As many rows as you need.

These 200 rows came out of a blueprint — 20 columns with generation rules behind each one. Open it in Data Factory to retune a column, add your own, wire in foreign keys, and run it at the size you actually need.

Rules it was built with
  • Cases tagged by product and issue type
  • Escalation triggered by SLAs
  • Resolution outcomes labeled
  • Customer satisfaction surveys post-resolution
Rows
Open the blueprint in Data Factory

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Exports
CSV, JSON, JSONL, Parquet, SQL, Excel, TSV, XML
Licence
yours to use, including commercially
API slug
customer-support-case-escalations

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