Hi @Andretti Silva
For the same purpose, you can also explore an analytics tool that can alert you when tickets are close to exceeding the first response time SLA. The benefits of using an analytics tool are that you can monitor some advanced SLA metrics as well, which is otherwise not possible. In addition, these SLAs provide relatively greater customer satisfaction compared to basic metrics.
Here are a few of them:
- Effective SLA: Effective SLA counts the time taken to respond each time a ticket waits on support (not just for the first time but throughout the ticket lifecycle).
- Total effective SLA: Measures only the time taken by support in resolving a ticket. For example, if the ticket’s overall cycle time is 5 days. But out of 5 days, 3 days we were waiting for the customer to respond while the remaining 2 days, support was working to provide a solution, then the total effective SLA would be 2 days. It helps make customer teams more responsible and helps effectively track proactive service.
- Number of tickets resolved, cycle time, potential regression analysis for customer defects (all in a single report)
- Support engineer-wise tickets open, cycle time, response time, customer satisfaction rating, number of tickets resolved etc.
- Track customers whose license is due for renewal in the coming quarter and have open support tickets.
We at OpsHub, have set up advanced metrics and have been using them extensively to monitor progress. We would be happy to share our learnings till now. Please reach out to us if you would like to set up a joint call.
Thanks,
Brad
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.