Track and analyze key support metrics including ticket volume, resolution times, customer satisfaction, and team performance to ensure service quality and identify areas for improvement.
Monitor and evaluate technical support operations performance on a weekly basis, focusing on service quality, efficiency metrics, and customer satisfaction to drive continuous improvement in support delivery.
Line chart showing weekly ticket volume trends with resolution times
Questions to Consider:
How has ticket volume changed week-over-week?
Are there any concerning trends in resolution times?
What is the correlation between volume and resolution speed?
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Bar chart displaying CSAT scores and first contact resolution rates
Questions to Consider:
How are satisfaction scores trending?
Is there a correlation between FCR and CSAT?
Which areas show the greatest opportunity for improvement?
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Table showing key agent performance metrics
Questions to Consider:
How is workload distributed across the team?
Which agents are consistently performing well?
Are there opportunities for knowledge sharing?
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Analyze ticket priority distribution patterns to optimize resource allocation
Review knowledge base effectiveness based on resolution metrics
Assess team training needs based on performance data
Evaluate support process efficiency and bottlenecks
Monitor quality assurance metrics and feedback loops
Review escalation patterns and resolution pathways
Analyze peak volume patterns for staffing optimization
Evaluate tool and technology effectiveness