Quarterly Technical Support Service Level Review - Mobile Devices

Track and analyze key service level metrics for mobile device technical support, focusing on response times, resolution rates, and customer satisfaction across different devices and support channels.

Report Objective

Monitor and evaluate the performance of technical support services for mobile devices, analyzing trends in service levels, customer satisfaction, and support efficiency across channels and device types to ensure high-quality customer support and identify areas for improvement.

Service Level Performance

Analysis of core service level metrics including response times and resolution rates

Questions to Consider:

2022-Q12022-Q12022-Q2quarter_date4.44.64.85.05.25.4first_response_time_mins vs. customer_satisfactionfirst_response_time_minscustomer_satisfactionHow are First Response Times and Customer Satisfaction Trending?Tracking correlation between response speed and customer satisfaction scores

  • Are response times meeting target SLAs?

  • How does satisfaction correlate with response speed?

  • What factors influence response time variations?

  • How has resolution rate changed over time?

  • Are we meeting our resolution rate targets?

  • What factors impact resolution success?

2022-Q12022-Q12022-Q2quarter_date0.0%20.0%40.0%60.0%80.0%resolution_rateresolution_rateWhat is our Quarterly Resolution Rate Trend?Tracking first-contact resolution rate performance

Device-Specific Support Analysis

Breakdown of support tickets by device type and related metrics

Questions to Consider:

SmartphoneTabletBasic PhoneFeature Phonedevice_type010,00020,00030,000sum(ticket_count)SmartphoneTabletBasic PhoneFeature PhoneHow is Support Volume Distributed Across Device Types?Analysis of ticket volumes by device category

  • Which devices require the most support?

  • How has the distribution changed over time?

  • Are there seasonal patterns in device support needs?

Support Channel Effectiveness

Comparison of performance metrics across different support channels

Questions to Consider:

  • Which channels have the highest resolution rates?

  • How consistent are resolution rates across channels?

  • Are there opportunities to improve specific channels?

PhoneEmailChatchannel0.0%1000.0%2000.0%sum(resolution_rate)PhoneEmailChatHow do Resolution Rates Compare Across Support Channels?Comparing effectiveness of different support channels

PhoneEmailChatchannel0100200300400sum(handle_time_mins)PhoneEmailChatWhat are the Average Handle Times by Channel?Analysis of support efficiency across channels

  • Which channels are most efficient?

  • How has handle time evolved over time?

  • What drives handle time differences between channels?