Track and analyze technical support team performance across key service level metrics, customer satisfaction, and operational efficiency measures to ensure high-quality support delivery and identify areas for improvement in the communications and networking division.
Report Objective
Monitor technical support KPIs including resolution times, satisfaction scores, and ticket volume trends to maintain service excellence, identify training needs, and optimize resource allocation in our communications and networking support operations.
Ticket Resolution Performance
Line chart showing resolution times and compliance with SLA targets
Questions to Consider:
What is the quarterly trend in average resolution time?
How does resolution time vary by issue priority and type?
What percentage of tickets are meeting SLA targets?
Are there specific issues or products driving longer resolution times?
What is driving changes in resolution time?
Are there specific days or periods with consistently higher times?
How do these times compare to our target SLAs?
Which periods show the strongest/weakest SLA compliance?
What factors contribute to SLA misses?
How does compliance vary by ticket priority?
Customer Satisfaction and Support Quality
Bar charts comparing CSAT scores and first-contact resolution rates
Questions to Consider:
How has customer satisfaction trended over the quarter?
What is the relationship between resolution time and satisfaction?
Which support channels show the highest satisfaction rates?
What are the primary drivers of negative feedback?
Which channels are performing best/worst for customer satisfaction?
What drives satisfaction differences between channels?
How can we improve lower-performing channels?
Which channels excel at first contact resolution?
What prevents first contact resolution in lower-performing channels?
How does FCR correlate with satisfaction scores?
Support Volume and Resource Utilization
Line and bar charts showing ticket volumes and agent productivity metrics
Questions to Consider:
How is ticket volume distributed across different support channels?
What are the peak support hours and staffing alignment?
How does agent productivity compare across teams?
Are there emerging trends in support request types?
What drives peaks in ticket volume?
Are there predictable patterns in volume?
How does staffing align with volume patterns?
What factors influence agent productivity?
Is higher productivity impacting resolution quality?