Monthly Semiconductor Technical Support Resolution Time Analysis

Track and analyze technical support performance metrics for semiconductor equipment and testing, focusing on resolution times, SLA compliance, and technician efficiency to optimize support operations and maintain high service quality standards.

Report Objective

Monitor and evaluate technical support performance metrics across semiconductor equipment and testing operations, with emphasis on resolution times, SLA compliance, and technician efficiency. This monthly analysis aims to identify trends, bottlenecks, and opportunities for improving support delivery and maintaining high customer satisfaction.

Resolution Time Performance

Analysis of average resolution times and case volumes across priority levels

Questions to Consider:

Mar 2024Apr 2024May 2024month7.58.08.59.0sum(avg_resolution_time) vs. priority_levelsum(avg_resolution_time)priority_levelHow are Average Resolution Times Trending?Monthly trend of average resolution times with case volume overlay

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

  • Are there seasonal patterns in resolution performance?

  • How do resolution times vary by priority level?

  • Is there a correlation between case volume and resolution time?

  • What is the optimal case volume for maintaining target resolution times?

130140150160170sum(case_volume)7.58.08.59.0sum(avg_resolution_time)How Does Case Volume Impact Resolution Time?Relationship between monthly case volume and resolution time

SLA Compliance Analysis

Evaluation of SLA compliance rates across different equipment types

Questions to Consider:

Mar 2024Apr 2024May 2024month88.0%90.0%92.0%sum(sla_compliance_rate) vs. equipment_typesum(sla_compliance_rate)equipment_typeHow is SLA Compliance Performing Across Equipment Types?Monthly SLA compliance rates by equipment category

  • Which equipment types consistently meet SLA targets?

  • Are there specific months with notable compliance challenges?

  • How do different equipment types compare in SLA performance?

Technician Efficiency Metrics

Assessment of technician performance through first-time fix rates and case load

Questions to Consider:

  • How has the first-time fix rate changed over time?

  • What factors contribute to variations in fix rates?

  • Are we meeting our first-time fix rate targets?

Mar 2024Apr 2024May 2024month0.0%20.0%40.0%60.0%first_time_fix_ratefirst_time_fix_rateWhat are the Trends in First-Time Fix Rates?Monthly progression of first-time fix rates

Mar 2024Apr 2024May 2024month20.021.022.023.0cases_per_techniciancases_per_technicianHow is Technician Case Load Distributed?Monthly analysis of cases per technician

  • What is the trend in technician workload?

  • Is the current case load sustainable?

  • How does case load correlate with other performance metrics?