Monthly Technical Support Incident Analysis Report

Track and analyze technical support performance metrics including incident volumes, resolution times, SLA compliance, and category distributions to optimize service delivery and identify areas for improvement.

Report Objective

Monitor and evaluate technical support operations through comprehensive analysis of incident metrics, response times, and service level compliance. This monthly review aims to identify trends, optimize resource allocation, and enhance service quality while maintaining high customer satisfaction levels.

Incident Volume and Resolution Trends

Time series analysis of incident volumes and resolution metrics

Questions to Consider:

Mar 2024Apr 2024May 2024report_month600650700total_incidentstotal_incidentsHow is Monthly Incident Volume Trending?Total incidents show seasonal variations with recent upward trend

  • What is the month-over-month change in incident volume?

  • Are there any significant deviations from historical patterns?

  • How does current volume compare to capacity planning assumptions?

  • What is the correlation between first contact resolution and overall resolution time?

  • Which months achieved the best balance of quick resolution and first contact success?

  • Are there specific factors contributing to variations in resolution efficiency?

0.730.740.750.76first_contact_resolution_rate3344avg_resolution_timeHow Efficient is Our Resolution Process?First contact resolution rate impacts overall resolution times

Incident Categories and Priority Distribution

Breakdown of incidents by category and priority levels

Questions to Consider:

Network IssuesSoftware BugsHardware FailuresApplication AccessSecurity IncidentsSystem Performanceincident_category05001K1.5K2Ksum(incident_count)sum(incident_count)What are the Most Common Types of Incidents?Network issues and software bugs represent majority of incidents

  • Which categories should be prioritized for preventive measures?

  • How does the volume distribution align with team expertise?

  • Are there emerging categories requiring additional training or resources?

SLA Compliance and Response Times

Analysis of SLA compliance rates and response time metrics

Questions to Consider:

  • Are there any concerning trends in SLA compliance?

  • How do response times correlate with compliance rates?

  • What factors contribute to months with peak performance?

Mar 2024Apr 2024May 2024report_month0.930.9350.94sla_compliance_ratesla_compliance_rateHow Consistent is Our SLA Compliance?SLA compliance remains strong with minimal monthly variation