Track and analyze key service desk metrics including ticket volumes, response times, resolution efficiency, and customer satisfaction to ensure optimal technical support delivery for computer and electronics retail customers.
Monitor and evaluate the service desk's weekly performance across key operational metrics including ticket volumes, response times, resolution efficiency, and customer satisfaction. Identify trends and patterns to optimize resource allocation and improve customer service delivery.
Line chart showing weekly ticket volumes and first response times
Questions to Consider:
How is ticket volume trending week-over-week?
Are we maintaining target response times despite volume fluctuations?
What factors are driving significant changes in volume or response time?
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Bar chart comparing resolution times and CSAT scores
Questions to Consider:
How does resolution time correlate with customer satisfaction?
Are we meeting SLA targets for ticket resolution?
Which types of issues take longest to resolve?
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Bar chart showing ticket distribution by category
Questions to Consider:
Which categories generate the most tickets?
How does the distribution of tickets impact resource planning?
Are there emerging patterns in ticket categories?
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Analyze peak volume patterns to optimize staff scheduling
Review resolution processes for frequently occurring issues
Evaluate training needs based on ticket category trends
Assess impact of self-service resources on ticket volumes
Investigate correlation between response times and satisfaction scores
Review knowledge base effectiveness for common issues
Evaluate escalation patterns and resolution bottlenecks