A comprehensive analysis of technical support performance metrics focusing on service level compliance, response times, and customer satisfaction across hardware and software support services.
Report Objective
Track and evaluate technical support team performance across key service metrics, analyzing trends in response times, resolution rates, and customer satisfaction. This quarterly review aims to ensure service level agreements are met while identifying areas for process improvement and resource optimization.
Core Support Performance Metrics
Trend analysis of fundamental support metrics including response times, first contact resolution, and customer satisfaction scores.
Questions to Consider:
How have response times and resolution rates evolved over the past quarters?
Are we maintaining consistent customer satisfaction levels?
What factors are driving changes in first contact resolution rates?
What is driving improvements or deterioration in response times?
Are there seasonal patterns in support performance?
How do current metrics compare to historical benchmarks?
What factors are influencing customer satisfaction trends?
How do satisfaction scores correlate with response times?
Are there specific areas receiving notably positive or negative feedback?
Ticket Distribution and Resolution Times
Analysis of support ticket volumes and resolution times across different categories.
Questions to Consider:
Which categories require the most support resources?
Are there specific areas showing increasing complexity?
How do resolution times vary across different support categories?
Which categories are showing significant volume changes?
How does resolution time vary by category?
Are there opportunities to reduce ticket volume in high-frequency categories?
SLA Compliance by Priority
Evaluation of service level agreement compliance across different priority levels.
Questions to Consider:
Are we meeting SLA targets for critical issues?
How does ticket volume correlate with compliance rates?
Which priority levels need additional attention?
Which priority levels are at risk of missing SLA targets?
How does ticket volume impact SLA compliance?
What processes can be improved to maintain high compliance rates?