Metrics and Reporting Process
Purpose
Provide visibility into team performance, SLA compliance, and client outcomes. Metrics ensure accountability and support continuous improvement across the support desk.
When
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Daily: Manager reviews metrics at start of day.
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Weekly: Manager compiles a team summary.
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Monthly: Management reviews trends and improvement areas.
Daily Metrics
Reviewed by the Manager each morning:
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Open Tickets by Technician – workload distribution.
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Tickets Breaching or at Risk of SLA – urgent priorities.
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Tickets Closed Yesterday – productivity snapshot.
Weekly Metrics
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Tickets Closed per Technician – volume handled.
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SLA Adherence % – response and resolution.
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Tickets Reopened – measure of resolution quality.
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Blockers Escalated – visibility of recurring barriers.
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Knowledge Base Contributions – articles created/updated.
Monthly Metrics
Reviewed by management for trends:
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SLA Trends – improvement or decline month-to-month.
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Ticket Volume Trends – spikes or drops.
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Client Satisfaction (CSAT) – survey results.
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Recurring Issues – common root causes.
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Technician QA Results – quality scores from weekly spot checks.
Reporting Responsibilities
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Manager:
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Reviews daily queue and SLA metrics.
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Compiles weekly report for the team.
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Presents monthly summary to leadership.
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Technicians:
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Review personal performance in weekly report.
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Reflect on blockers and improvements.
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Reporting Tools
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Autotask Reports for SLA, ticket volume, and reopened tickets.
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Forms/Spreadsheets for accountability targets and blockers.
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Survey Tool (CSAT) for client satisfaction.
Outcomes
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Daily focus on SLA and workload balance.
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Weekly transparency with the team on performance.
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Monthly improvements driven by trend analysis.
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Clients benefit from consistent service and faster resolutions.
Key Principles
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What gets measured, gets improved.
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Metrics must drive action, not just reporting.
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Share results openly to build trust and accountability.