SQL Project · Intermediate · 3 to 4 hours · VIP
Find SLA breaches in a telco support queue
Datetime math, CASE logic, and NULL handling on the queue data every BPO ops manager lives in.
The brief
You work in a BPO handling a telco account. The operations manager suspects the team is quietly missing service-level agreements but the daily reports only show ticket counts. You get May's raw ticket export: 600 tickets across 8 agents, with priorities P1 (4-hour SLA), P2 (24-hour), and P3 (72-hour). Some tickets are still open, and some have no CSAT score. She needs the truth before the client's quarterly business review.
Your role
You are the account's reporting analyst. Deliverable: breach rates overall, by category, and by agent, plus the open backlog.
The dataset
May 2026 ticket export for one telco account
support-tickets.csv · 600 rows
Columns: ticket_id, created_at, resolved_at, agent, category, priority, csat
Setup
- Import support-tickets.csv into SQLite, MySQL, or PostgreSQL as table tickets.
- Note that resolved_at is blank for open tickets; decide early how each query should treat them.
VIP project
The full brief for this SQL project is for VIP members
The first SQL project is free for every member. The dataset, the tasks, the answer key, and the graded skills check for this one are part of the VIP tier, along with the other 8 locked projects. 5 projects stay free, one for each tool, so you can try every tool before you decide.
VIP access comes with the bootcamp. Enroll once, and every locked project opens, alongside the live sessions, the replays, and the certificate.
Work like an AI-powered analyst
The modern analyst uses AI as a thinking partner, not a shortcut that skips the learning. Try these on this project.
- Datetime functions differ per database. Tell ChatGPT or Claude which one you use and ask for the correct hour-difference syntax before you fight it yourself.
- Ask the AI to poke holes in your breach definition, for example how open, aging P1 tickets should be counted.
- Have the AI turn your findings into three bullet points an ops manager could raise in the client QBR.
Finished it? Put it in your portfolio.
This is exactly the kind of output the bootcamp builds with you live, with mentor feedback and an AI badge and certificate of completion at the end.