Track and analyze technical support performance through resolution times, ticket volumes, and SLA compliance across different priority levels to optimize support efficiency and maintain service quality standards.
Monitor and evaluate technical support team performance through key metrics including resolution times, SLA compliance, and workload distribution across priority levels. This monthly analysis aims to identify trends, bottlenecks, and opportunities for improving support efficiency and service quality.
Analysis of average resolution times and ticket volumes over time
Questions to Consider:
How do current resolution times compare to historical averages?
What impact do ticket volumes have on resolution speed?
Are there specific types of issues driving longer resolution times?
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Tracking of SLA compliance rates and trends
Questions to Consider:
What factors contribute to SLA breaches?
How does priority level affect compliance rates?
Are there specific teams or issue types with lower compliance?
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Examination of resolution performance by priority level
Questions to Consider:
Are critical issues being addressed with appropriate urgency?
How does resource allocation align with priority levels?
What process improvements could reduce resolution times?
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Analyze correlation between ticket complexity and resolution time
Review resource allocation across different priority levels
Assess impact of knowledge base updates on resolution times
Evaluate effectiveness of current priority classification system
Investigate potential for automation of common issues
Review staff training needs based on performance data
Analyze peak volume patterns for improved scheduling