Track and analyze technical support team performance through key metrics including ticket volumes, resolution times, and customer satisfaction, with focus on identifying trends and improvement opportunities.
Monitor and evaluate technical support operations by analyzing monthly trends in ticket volumes, resolution efficiency, and customer satisfaction. Identify patterns in common issues and areas for process improvement to enhance support quality and efficiency.
Line chart showing monthly ticket volumes and resolution times
Questions to Consider:
How does current ticket volume compare to previous months?
Are there identifiable patterns in support demand?
Is resolution time maintaining acceptable levels during peak periods?
What factors contribute to variations in resolution time?
Bar chart displaying distribution of issues by category
Questions to Consider:
Which technical issues occur most frequently?
Are there specific issues taking longer to resolve?
How can we reduce occurrence of common problems?
What training or documentation could help address frequent issues?
Line chart tracking customer satisfaction scores
Questions to Consider:
How has customer satisfaction changed over time?
What factors correlate with higher satisfaction scores?
Are there specific issue types with lower satisfaction?
How effective are our resolution processes?
Analyze correlation between resolution time and customer satisfaction
Review knowledge base coverage for common issues
Assess staff training needs based on issue resolution patterns
Evaluate effectiveness of current ticket prioritization system
Identify opportunities for automation in issue resolution
Review hardware lifecycle management practices
Analyze peak demand patterns for staffing optimization
Evaluate effectiveness of proactive maintenance procedures