Track and analyze technical support team performance metrics focusing on ticket volumes, resolution times, customer satisfaction, and support categories to ensure effective service delivery and identify areas for improvement.
Monitor key technical support metrics on a weekly basis to evaluate team performance, service quality, and operational efficiency. Focus on ticket volumes, resolution times, and customer satisfaction while identifying trends and areas requiring attention.
Analysis of weekly ticket volumes and resolution metrics
Questions to Consider:
How are ticket volumes trending week-over-week?
Are resolution times meeting SLA targets?
What impact do volume fluctuations have on team performance?
Are there specific times or days with higher ticket volumes?
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Breakdown of support tickets by category and priority level
Questions to Consider:
Which support categories require the most resources?
How are high-priority issues distributed across categories?
Are there recurring issues that could be addressed proactively?
What training or documentation could help reduce specific types of tickets?
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Analysis of customer satisfaction metrics and service quality indicators
Questions to Consider:
How does CSAT correlate with resolution times?
Which types of issues receive the highest satisfaction scores?
Are there specific areas where customer feedback indicates need for improvement?
What best practices can be identified from high-performing areas?
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Evaluate resource allocation based on ticket category distribution
Assess need for additional training in high-volume support areas
Review and optimize first response processes
Analyze patterns in priority escalations
Identify opportunities for self-service and knowledge base improvements
Evaluate impact of recent process changes on performance metrics
Review staffing levels against peak volume periods
Assess effectiveness of current prioritization system