Weekly Technical Support Performance Report

Track and analyze key support metrics including case volumes, resolution times, customer satisfaction, and first contact resolution rates to ensure optimal service delivery and identify areas for improvement in integrated hardware and software support operations.

Report Objective

Monitor and evaluate technical support team performance across key service delivery metrics, focusing on case resolution efficiency, customer satisfaction, and support quality indicators. This weekly analysis helps identify emerging issues, resource allocation needs, and opportunities for process improvement in our integrated hardware and software support operations.

Case Volume and Resolution Times

Analysis of weekly case volumes and average resolution times to assess workload and efficiency.

Questions to Consider:

Dec 2024Jan 2025Feb 2025week_date560580600620640total_casestotal_casesHow are Weekly Case Volumes Trending?Case volumes showing weekly patterns with notable spikes during system updates

  • What is driving changes in case volume?

  • Are there predictable patterns in case volume?

  • How do volumes compare to available support capacity?

  • How do resolution times vary by case type?

  • Are there specific factors affecting resolution speed?

  • What is the impact of resolution time on satisfaction?

Dec 2024Jan 2025Feb 2025week_date5.56.06.5avg_resolution_time_hoursavg_resolution_time_hoursWhat is the Trend in Average Resolution Times?Resolution times showing correlation with case complexity and volume

Customer Satisfaction and First Contact Resolution

Evaluation of customer satisfaction scores and first contact resolution metrics.

Questions to Consider:

Dec 2024Jan 2025Feb 2025week_date4.14.24.24.34.3customer_satisfactioncustomer_satisfactionHow is Customer Satisfaction Trending?CSAT scores showing relationship with service delivery metrics

  • What factors are influencing satisfaction scores?

  • How do satisfaction levels vary by issue type?

  • Are there specific areas requiring immediate attention?

  • What is driving changes in FCR rates?

  • How does FCR impact overall resolution time?

  • Which case types have the highest FCR rates?

Dec 2024Jan 2025Feb 2025week_date74.0%75.0%76.0%77.0%fcr_ratefcr_rateFirst Contact Resolution Rate TrendsFCR rates indicating effectiveness of initial support response

Case Distribution and Priority Levels

Analysis of support cases by category and priority level to identify patterns and resource needs.

Questions to Consider:

Hardware ConfigurationSoftware IntegrationNetwork ConnectivitySystem PerformanceUser Authenticationcategory05001,0001,5002,000sum(case_count)HighLowMediumCase Distribution by Category and PriorityAnalysis of support case distribution across categories

  • Which categories require the most support resources?

  • How does priority distribution vary by category?

  • Are there emerging patterns in case types?

Areas for Additional Focus