Weekly Technical Support Summary - Tires & Rubber Products
Track and analyze technical support metrics for tire and rubber product inquiries, focusing on case volumes, resolution times, and product-specific support patterns to optimize customer service and identify potential product quality or documentation issues.
Report Objective
Monitor technical support performance metrics for tire and rubber products, analyzing case volumes, resolution efficiency, and common support issues to improve customer satisfaction and identify opportunities for product improvements or documentation updates.
Case Volume and Resolution Metrics
Line chart showing daily case volumes with resolution rates
Questions to Consider:
How has the volume of support cases trended over the past week?
What is the distribution of cases across product categories?
Are there specific days or times with higher support volumes?
What percentage of cases are being resolved within SLA targets?
What days show significant deviations from average volume?
Are there any patterns in daily case volume?
How does current volume compare to previous weeks?
Which days achieved the highest resolution rates?
Are resolution rates correlated with case volumes?
What factors contribute to lower resolution rates?
Product-Specific Support Analysis
Bar chart showing case distribution by product type and issue category
Questions to Consider:
Which products are generating the most support inquiries?
What are the most common technical issues reported?
Is there correlation between product types and specific technical issues?
Are certain products showing improving or worsening support trends?
Which product categories show disproportionate support needs?
How does this distribution compare to product sales volume?
Are there emerging trends in product support requirements?
Which products have the most complex support cases?
Are resolution times aligned with case complexity?
What drives longer resolution times for certain products?
Support Team Performance
Table showing key performance metrics by support tier
Questions to Consider:
What is the average resolution time by case priority?
How effective is the first-contact resolution rate?
Are there specific technical issues requiring escalation?
What is the customer satisfaction rating for resolved cases?
support_tier
cases_handled
first_contact_resolution
customer_satisfaction
Tier 1
47
84%
4.6
Tier 2
45
92%
4.8
Tier 3
45
65%
4.6
Tier 1
151
85%
4.6
Tier 2
230
60%
4.2
Tier 3
45
63%
4.4
Tier 1
285
80%
4.4
Tier 2
45
60%
4.4
Tier 3
45
62%
4.3
Tier 1
45
73%
4.8
How effective is the tiered support structure?
What drives variations in customer satisfaction across tiers?
Are cases being appropriately routed to correct support tiers?