Monthly Customer Service Resolution Time Analysis - Home Furnishings Retail

Track and analyze customer service performance metrics focusing on resolution times across different issue categories, first contact resolution rates, and overall ticket volumes to optimize customer service efficiency and satisfaction.

Report Objective

Monitor customer service resolution times and related metrics to identify trends, bottlenecks, and opportunities for improvement in home furnishings retail customer support operations. This monthly analysis helps maintain service quality standards and drive operational efficiency.

Resolution Time Trends

Line chart showing monthly average resolution times with ticket volume overlay

Questions to Consider:

Mar 2024Apr 2024May 2024month8.08.59.09.5avg_resolution_timeavg_resolution_timeHow are Average Resolution Times Trending?Resolution times showing monthly variation with notable seasonal impacts

  • What is the month-over-month trend in resolution times?

  • Are there any concerning spikes in resolution time?

  • How do current resolution times compare to historical averages?

  • How is ticket volume trending month-over-month?

  • Are there seasonal patterns in ticket volume?

  • What is the relationship between volume and staffing levels?

Mar 2024Apr 2024May 2024month02004006008001,0001,200tickets_resolvedtickets_resolvedMonthly Ticket Volume AnalysisTracking changes in support ticket volume over time

Issue Category Analysis

Bar chart comparing resolution times across different issue categories

Questions to Consider:

Delivery IssuesProduct QualityOrder StatusReturnsProduct InformationWebsite Technical Supportissue_category0.050.0100.0150.0sum(avg_resolution_time)Delivery IssuesProduct QualityOrder StatusReturnsProduct InformationWebsite Technical SupportResolution Times by Issue CategoryComparing average resolution times across different types of support issues

  • Which categories have the longest resolution times?

  • How do resolution times vary by issue type?

  • Are there categories that need process improvements?

First Contact Resolution Performance

Line chart tracking first contact resolution rate trends

Questions to Consider:

  • How is first contact resolution trending?

  • What factors impact first contact resolution success?

  • Are there opportunities to improve first contact resolution?

Mar 2024Apr 2024May 2024month52.0%54.0%56.0%58.0%60.0%first_contact_resolution_ratefirst_contact_resolution_rateFirst Contact Resolution Rate TrendsTracking efficiency in resolving issues on first customer contact