Track and analyze key customer support metrics including ticket volumes, resolution times, satisfaction scores, and team performance to ensure service quality and identify areas for improvement.
Report Objective
Monitor and evaluate customer support operations through comprehensive analysis of ticket metrics, response times, and customer satisfaction scores. This monthly review helps identify trends, bottlenecks, and opportunities for service improvement while ensuring alignment with customer service quality standards.
Ticket Volume and Resolution Trends
Line chart showing monthly ticket volumes with resolution times
Questions to Consider:
How has the total ticket volume changed month-over-month?
Are there any seasonal patterns in ticket volumes?
How do resolution times correlate with ticket volumes?
What impact do volume fluctuations have on team performance?
What is the month-over-month change in ticket volume?
Are there any concerning spikes in volume?
How does current volume compare to historical averages?
Are resolution times improving or deteriorating?
How do resolution times compare to our service level agreements?
What factors are influencing changes in resolution time?
Customer Satisfaction and Service Quality
Bar chart displaying satisfaction scores and first contact resolution rates
Questions to Consider:
How stable are customer satisfaction scores over time?
What is the relationship between resolution speed and satisfaction?
Are there specific issue categories that consistently receive lower scores?
How effective is our first contact resolution?
How satisfied are customers with our support?
What patterns emerge in satisfaction scores?
Which factors most influence satisfaction?
What percentage of issues are resolved on first contact?
How has first contact resolution changed over time?
What prevents first contact resolution?
Ticket Categories and Priority Distribution
Bar chart showing ticket distribution by category and priority level
Questions to Consider:
Which issue categories generate the most tickets?
How does the priority distribution affect response times?
Are there emerging problem areas requiring attention?
Do certain categories show improving or worsening trends?
Which categories generate the most tickets?
How does priority level distribution vary by category?