Track and analyze technical support performance metrics across auto parts and service retail locations, focusing on ticket volumes, resolution times, and impact on store operations to optimize technical support effectiveness and minimize business disruption.
Monitor and evaluate technical support performance across auto parts and service retail locations, identifying trends in issue volumes, resolution efficiency, and business impact to ensure optimal store operations and customer service delivery.
Line chart showing weekly ticket volumes and resolution times
Questions to Consider:
How are ticket volumes trending week-over-week?
What is the average resolution time trend?
Are there specific days or times when ticket volumes spike?
How does first contact resolution rate correlate with overall resolution time?
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Bar chart showing distribution of tickets by category and priority level
Questions to Consider:
Which systems or processes generate the most support tickets?
How are high-priority issues distributed across categories?
Are there recurring patterns in specific issue categories?
What is the relationship between issue category and resolution time?
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Bar chart displaying store impact levels and associated downtime
Questions to Consider:
How many stores are experiencing critical or high-impact issues?
What is the average downtime per impact level?
Which issue categories correlate with higher store impact?
Are there patterns in store impact by region or store type?
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Analyze patterns in recurring technical issues to identify systemic problems
Evaluate technical support staff allocation based on peak ticket times
Review first contact resolution rates for different issue categories
Assess effectiveness of current priority level assignments
Investigate correlation between store characteristics and technical issue frequency
Evaluate impact of recent system updates on ticket volumes
Review standard operating procedures for high-impact issues
Analyze technical training needs based on common issue patterns