Track and analyze key customer support metrics including ticket volumes, resolution times, satisfaction scores, and agent performance to ensure service quality and identify areas for improvement.
Report Objective
Monitor customer support operations through analysis of ticket metrics, response times, and satisfaction scores. Identify trends and patterns in support demand, evaluate team performance, and ensure service level agreements are being met on a weekly basis.
Ticket Volume and Resolution Trends
Line chart showing weekly ticket volume and average resolution time
Questions to Consider:
How is ticket volume trending week over week?
Are there specific days or periods with higher ticket volumes?
How does resolution time correlate with ticket volume?
Are we meeting our SLA targets for resolution time?
What is the week-over-week change in ticket volume?
Are there any notable spikes or dips in volume?
How does current volume compare to previous periods?
Are resolution times meeting target SLAs?
How does satisfaction correlate with resolution speed?
What factors might be impacting resolution times?
Support Categories and Resolution Rates
Bar chart showing ticket distribution by category and resolution rates
Questions to Consider:
Which categories generate the most support tickets?
Are there categories with consistently low resolution rates?
How do different categories impact overall response times?
Do we need to adjust staffing based on category volumes?
Which categories have the highest volume?
Are there categories with concerning resolution rates?
Do we need to reallocate resources based on category demands?
Agent Performance Metrics
Line chart tracking tickets per agent and response times
Questions to Consider:
How is agent productivity trending?
Are we maintaining consistent first response times?
Do we have adequate staffing levels?
How does customer satisfaction correlate with agent metrics?
Is agent productivity improving or declining?
How do response times correlate with agent workload?
Are current staffing levels appropriate for ticket volume?