Weekly Service Desk Performance Report

Track and analyze key customer service metrics including ticket volumes, resolution times, satisfaction scores, and service category distribution to optimize service desk operations and improve customer experience.

Report Objective

Monitor service desk performance metrics to ensure efficient customer support operations, maintain high customer satisfaction levels, and identify opportunities for process improvement in our home improvement retail environment.

Service Desk Volume and Resolution Metrics

Track weekly ticket volumes and resolution times to assess operational efficiency and resource allocation.

Questions to Consider:

2023-12-012024-01-012024-02-01week_date1,7001,8001,900total_ticketstotal_ticketsHow are weekly ticket volumes trending?Track service desk demand patterns and week-over-week changes

  • What is the week-over-week change in ticket volume?

  • Are there any notable spikes or dips in demand?

  • How does current volume compare to historical averages?

  • Is first contact resolution rate meeting targets?

  • What factors impact resolution efficiency?

  • Are there opportunities to improve resolution rates?

2023-12-012024-01-012024-02-01week_date60.0%62.0%64.0%66.0%68.0%first_contact_resolutionfirst_contact_resolutionHow efficient is our ticket resolution process?Monitor resolution times and first contact resolution rates

Customer Satisfaction and Service Quality

Monitor customer satisfaction scores and analyze service quality metrics across different ticket categories.

Questions to Consider:

2023-12-012024-01-012024-02-01week_date4.24.34.4customer_satisfactioncustomer_satisfactionHow satisfied are our customers with service desk support?Track customer satisfaction scores over time

  • What is the trend in customer satisfaction scores?

  • Are there correlations with other performance metrics?

  • Which weeks showed notable changes in satisfaction?

Ticket Category Analysis

Analyze the distribution of tickets across different categories to understand customer needs and optimize resource allocation.

Questions to Consider:

  • Which categories require the most support resources?

  • How does handle time vary by category?

  • Are there opportunities to reduce volume in high-demand categories?

Product IssuesInstallation SupportReturnsWarranty ClaimsAssembly HelpOrder Statusticket_category02,0004,0006,000sum(ticket_count)sum(ticket_count)What are our most common service desk requests?Analyze ticket distribution across categories