Track and analyze technical support performance metrics for office equipment, focusing on resolution times, ticket volumes, and equipment-specific patterns to optimize support operations and resource allocation.
Monitor and evaluate technical support team performance in resolving office equipment issues, identifying trends in resolution times, analyzing equipment-specific patterns, and maintaining service quality standards on a monthly basis.
Line chart showing monthly average resolution times with ticket volumes
Questions to Consider:
How are resolution times trending month-over-month?
Is there correlation between ticket volume and resolution time?
Are we meeting our target resolution time standards?
What factors might be influencing changes in resolution speed?
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Bar chart comparing resolution times across different equipment types
Questions to Consider:
Which equipment types require the most support time?
How does the distribution of tickets align with resolution times?
Are there specific equipment categories requiring additional focus?
What training or resources could improve resolution times for problematic categories?
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Line chart tracking first contact resolution rate over time
Questions to Consider:
How effective is our first-contact resolution?
What patterns exist in tickets requiring escalation?
Are there specific issues that consistently require multiple contacts?
How can we improve our first-contact resolution rate?
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