Monthly Technical Support Resolution Time Analysis - Auto Vehicle Sector
Track and analyze technical support performance metrics focusing on resolution times, case volumes, and service level compliance across different severity levels for the automotive retail sector.
Report Objective
Monitor and evaluate technical support effectiveness through resolution time analysis, case volume trends, and SLA compliance. Identify opportunities for process improvement and resource optimization to enhance customer support in the automotive retail sector.
Resolution Time Performance
Analysis of average resolution times and case volumes over time
Questions to Consider:
How are resolution times trending month-over-month?
Is there correlation between case volume and resolution time?
Are we meeting our SLA targets consistently?
What is the month-over-month trend in resolution times?
Are there seasonal patterns in resolution performance?
How do current resolution times compare to historical averages?
How does case volume impact SLA compliance?
Are there months where volume spikes affected performance?
What is the trend in overall SLA compliance?
Case Severity Analysis
Distribution of cases by severity level and their resolution times
Questions to Consider:
How does resolution time vary by severity level?
Are there specific severity levels showing concerning trends?
What is the impact of case mix on overall performance?
How is the mix of case severity changing over time?
What proportion of cases are high/critical severity?
Are there trends in severity distribution?
How do resolution times vary by severity?
Are priority cases being handled appropriately?
Which severity levels show most variation in resolution time?
First Contact Resolution
Tracking first contact resolution rates and case reopens
Questions to Consider:
What is our first contact resolution trend?
How many cases require multiple interactions?
Is there a correlation between FCR and case severity?
How is first contact resolution trending?
What is the relationship between FCR and reopened cases?
Are we meeting FCR targets consistently?
Areas for Additional Analysis
Investigate root causes for cases with extended resolution times
Analyze staffing levels against peak case volume periods
Review knowledge base effectiveness for common issues
Assess impact of recent process changes on resolution times
Evaluate technical training needs based on case complexity
Review escalation patterns and their impact on resolution time
Analyze customer satisfaction correlation with resolution speed
Identify opportunities for self-service solution expansion