Weekly Office Equipment Technical Support Metrics Summary
Track and analyze technical support performance metrics for office equipment, focusing on ticket volumes, resolution times, customer satisfaction, and technician performance to ensure efficient service delivery and high customer satisfaction.
Report Objective
Monitor and evaluate the performance of technical support operations for office equipment, analyzing weekly trends in ticket volumes, resolution times, and satisfaction scores to identify areas for improvement and maintain service quality standards.
Ticket Volume and Resolution Metrics
Tracking weekly support ticket volumes and resolution times
Questions to Consider:
How has ticket volume trended over the past weeks?
Are there any concerning patterns in resolution times?
What is the relationship between ticket volume and resolution speed?
What is the week-over-week change in ticket volume?
Are there any seasonal patterns in support requests?
How does current volume compare to historical averages?
Is there a correlation between resolution speed and satisfaction?
What is the optimal resolution time target?
Are there any outliers requiring investigation?
Equipment Type Analysis
Distribution of support issues across different equipment types
Questions to Consider:
Which equipment types generate the most support tickets?
Are certain equipment types consistently more problematic?
How do resolution times vary by equipment type?
Which equipment generates the highest support volume?
How do resolution times vary by equipment type?
Are there opportunities for preventive maintenance?
Technician Performance Review
Analysis of individual technician performance metrics
Questions to Consider:
How does workload distribution compare across technicians?
Are satisfaction ratings consistent across the team?
Which technicians might need additional support or training?
Is workload evenly distributed among technicians?
Are there capacity constraints to address?
How does individual performance compare to team average?
technician_name
tickets_resolved
satisfaction_rating
John
28
4.3
Sarah
30
4.6
Mike
32
4.1
Alex
22
4.2
John
27
4.4
Sarah
31
4.7
Mike
30
4.3
Alex
26
4.6
John
25
4.5
Sarah
26
4.6
Which technicians consistently receive high ratings?
Are there opportunities for peer training and knowledge sharing?