Track and analyze key customer support metrics to evaluate team performance, customer satisfaction, and identify areas for service improvement. Focus on response times, resolution rates, customer satisfaction scores, and support channel effectiveness.
Report Objective
Monitor and evaluate the effectiveness of our customer support operations by analyzing key performance metrics across all support channels. This monthly analysis helps identify trends in customer satisfaction, support efficiency, and areas requiring immediate attention or process improvements.
Response Time and Case Volume Analysis
Line chart showing daily case volumes and average response times
Questions to Consider:
How has the volume of support tickets changed compared to last month?
Are we meeting our SLA targets for different priority levels?
What are the peak support hours and are we properly staffed?
What are the patterns in daily volume fluctuations?
Are there specific events correlating with volume spikes?
How does current volume compare to our staffing levels?
How often do we exceed our SLA targets?
What times of day show the longest response times?
Is there correlation between volume and response time?
Customer Satisfaction and Resolution Rates
Bar chart comparing CSAT scores and first-contact resolution rates by support channel
Questions to Consider:
Which support channels are delivering the highest customer satisfaction?
How does resolution time correlate with satisfaction scores?
Are there specific issue types with notably lower satisfaction?
Which channels are most effective for customer satisfaction?
Are there specific issue types better suited for certain channels?
How can we improve satisfaction in lower-performing channels?
What factors contribute to higher resolution rates in specific channels?
How can we improve first contact resolution in email support?
Is there correlation between resolution rates and satisfaction?
Support Team Performance
Table showing key agent performance metrics
Questions to Consider:
How does individual agent performance compare to team averages?
Are there specific skills or training needs identified?
What is the current ticket backlog and distribution?
agent_name
tickets_resolved
avg_resolution_time_hours
Alice
263
6.6
Bob
303
9.7
Carol
272
6.2
David
214
3.3
Alice
191
5.8
Bob
206
6.1
Carol
232
12.0
David
254
8.7
Alice
205
8.5
Bob
215
5.4
What best practices can we learn from top performers?
Are there specific training needs indicated by the data?
How balanced is the workload across the team?
Areas for Additional Focus
Analyze common support issues to identify potential product improvement opportunities
Review knowledge base effectiveness and identify content gaps
Evaluate support channel distribution and resource allocation
Assess training needs based on performance metrics
Review customer feedback for systematic issues
Analyze support ticket escalation patterns
Evaluate self-service solution effectiveness
Review current SLA compliance and adjustment needs