Quarterly Technical Support Service Level Review - Electronic Equipment

Track and analyze technical support performance metrics focusing on service level agreements (SLAs), case resolution efficiency, customer satisfaction, and support team productivity for electronic equipment and parts division.

Report Objective

Evaluate technical support performance across key service metrics, identifying trends in case volume, resolution times, and customer satisfaction. Monitor SLA compliance and support team efficiency to ensure high-quality service delivery for electronic equipment customers.

Case Resolution & SLA Performance

Time series analysis of case volumes and resolution metrics

Questions to Consider:

2024-11-012024-12-012025-01-01date50100total_cases vs. avg_resolution_time_hourstotal_casesavg_resolution_time_hoursHow are case volumes and resolution times trending?Daily case volumes show seasonal patterns with resolution times remaining withintarget range

  • Are there specific days or periods with unusually high case volumes?

  • How do resolution times correlate with case volumes?

  • What factors contribute to peaks in case volume?

  • What factors impact SLA compliance rates?

  • Are there specific periods where compliance drops significantly?

  • How can we improve consistency in SLA performance?

2024-11-012024-12-012025-01-01date91.0%92.0%93.0%94.0%sla_compliance_ratesla_compliance_rateHow is our SLA compliance performing over time?SLA compliance maintains strong performance above 90% target

Customer Satisfaction & Support Quality

Analysis of customer feedback and satisfaction metrics

Questions to Consider:

Power SuppliesTest EquipmentCircuit BoardsSensorsCablesproduct_category0.020.040.060.080.0sum(satisfaction_score)sum(satisfaction_score)How do satisfaction scores vary by product category?Satisfaction scores show variation across product lines with room for improvement

  • Which product categories have the highest customer satisfaction?

  • What drives lower satisfaction in certain categories?

  • How can we improve satisfaction in underperforming areas?

  • Are we getting sufficient feedback across all categories?

  • How can we increase response rates in low-feedback areas?

  • Is feedback volume correlated with satisfaction scores?

Power SuppliesTest EquipmentCircuit BoardsSensorsCablesproduct_category02,0004,000sum(response_count)sum(response_count)What is the distribution of customer feedback volume?Response rates vary significantly across product categories

Support Team Performance

Evaluation of team productivity and efficiency metrics

Questions to Consider:

Tier 1Tier 2Tier 3support_tier0.0%500.0%1000.0%1500.0%2000.0%sum(first_contact_resolution_rate)sum(first_contact_resolution_rate)How does first contact resolution vary by support tier?First contact resolution rates show expected variation across tiers

  • What factors influence first contact resolution rates?

  • How can we improve first contact resolution at each tier?

  • Is there appropriate escalation between tiers?

  • Is the workload appropriately distributed across tiers?

  • Are there capacity issues in any support tier?

  • How can we optimize resource allocation?

Tier 1Tier 2Tier 3support_tier05001000sum(cases_per_agent)sum(cases_per_agent)What is the workload distribution across support tiers?Case load varies significantly between support tiers