Track and analyze technical support performance metrics focusing on issue resolution efficiency, customer satisfaction, and trending support topics to optimize service delivery and identify areas for improvement.
Monitor and evaluate the technical support department's performance in resolving customer issues for phones and handheld devices, with emphasis on resolution times, customer satisfaction, and identification of recurring issues to drive continuous improvement in support quality.
Time series analysis of support ticket volumes and resolution metrics
Questions to Consider:
How has the total volume of support tickets trended over time?
What is the average resolution time trend, and are we meeting SLA targets?
Are there seasonal patterns in support volume we should prepare for?
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Analysis of support tickets by issue type and their resolution success rates
Questions to Consider:
Which issues are most common and resource-intensive?
How do resolution rates vary by issue type?
Are there emerging issue types requiring additional training or documentation?
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Evaluation of first contact resolution and escalation rates across different device categories
Questions to Consider:
Which device types have the highest escalation rates?
How does first contact resolution vary by device category?
Are there specific device types requiring specialized training?
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Analyze trends in recurring issues to develop proactive support materials
Review training needs based on device-specific escalation rates
Evaluate staffing levels against peak support volume periods
Assess knowledge base effectiveness for common issue types
Review customer feedback patterns for service improvement opportunities
Analyze correlation between resolution time and satisfaction scores
Evaluate technical documentation quality for high-volume issues
Consider automation opportunities for common support scenarios