Track and analyze key technical support performance indicators including ticket volumes, response times, resolution rates, and customer satisfaction to ensure efficient support delivery and maintain service quality standards.
Report Objective
Monitor and evaluate technical support team performance across key metrics including ticket volumes, response times, resolution rates, and customer satisfaction. Identify trends and patterns to optimize support operations and maintain high service quality standards.
Ticket Volume and Response Times
Line chart showing weekly ticket volume trends with response time overlay
Questions to Consider:
How is ticket volume trending week-over-week?
Are we maintaining target response times despite volume fluctuations?
What factors might be driving changes in ticket volume?
What is the week-over-week change in ticket volume?
Are there any seasonal patterns in support demand?
How does current volume compare to capacity planning?
How do current response times compare to SLA targets?
What is the trend in first response times?
Are there specific periods where response times spike?
Support Categories and Resolution Times
Bar chart showing distribution of tickets by category with resolution times
Questions to Consider:
Which product categories generate the most support tickets?
Are there specific categories with consistently longer resolution times?
How can we optimize support for high-volume categories?
Which categories generate the most support tickets?
How do resolution times vary by category?
Are there opportunities to reduce support needs in high-volume categories?
Team Performance and Customer Satisfaction
Bar chart showing support team performance metrics by level
Questions to Consider:
How is workload distributed across different support levels?
Are customer satisfaction scores meeting targets?
What training or process improvements could enhance performance?
How is workload distributed across support levels?
Are resolution rates meeting expectations?
Do we have appropriate staffing at each level?
What is the trend in customer satisfaction scores?
Are we maintaining our target satisfaction levels?
How do satisfaction scores correlate with response times?