Monthly Technical Support Resolution Time Analysis

Track and analyze technical support performance metrics focusing on resolution times across hardware and software issues, customer satisfaction, and support team efficiency to optimize service delivery and identify areas for improvement.

Report Objective

Monitor and evaluate technical support performance across integrated hardware and software support operations, focusing on resolution times, ticket volumes, and customer satisfaction metrics to ensure optimal service delivery and identify opportunities for process improvement.

Resolution Time Analysis

Line chart showing average resolution time trends and distribution by issue type

Questions to Consider:

Apr 2023May 2023Jun 2023month10.012.014.016.0sum(avg_resolution_time) vs. issue_typesum(avg_resolution_time)issue_typeHow are Resolution Times Trending by Issue Type?Average resolution times show distinct patterns between hardware and software issues

  • Are there seasonal patterns in resolution times?

  • Which issue type shows more variation in resolution time?

  • How do resolution times compare to our SLA targets?

  • What is the typical range of resolution times?

  • Are there outliers that need investigation?

  • How do different issue types impact resolution time distribution?

660.0660.5661.0661.5662.0binStart00.20.40.60.81(Counts) Hardware, SoftwareHardwareSoftwareDistribution of Resolution Times by Issue TypeResolution time patterns reveal differences in complexity between hardware and software issues

Support Volume and Efficiency

Bar chart displaying ticket volumes and first-contact resolution rates

Questions to Consider:

Apr 2023May 2023Jun 2023month0100200300400500ticket_volumeticket_volumeMonthly Ticket Volume TrendsSupport ticket volumes show seasonal patterns and growth trends

  • What factors drive changes in ticket volume?

  • How does volume impact resolution times?

  • Are we adequately staffed for peak periods?

  • What trends exist in first contact resolution?

  • How do training initiatives impact this metric?

  • What is preventing higher first contact resolution rates?

Apr 2023May 2023Jun 2023month64.0%66.0%68.0%70.0%first_contact_resolution_ratefirst_contact_resolution_rateFirst Contact Resolution Rate TrendsFirst contact resolution rates indicate support team efficiency

Customer Satisfaction Metrics

Analysis of customer satisfaction scores and response times

Questions to Consider:

Apr 2023May 2023Jun 2023month0.02.04.06.08.0sum(satisfaction_score)PhoneEmailChatCustomer Satisfaction by Support ChannelSatisfaction scores vary across different support channels

  • Which support channels are most effective?

  • How does satisfaction correlate with resolution time?

  • What drives differences in satisfaction between channels?