About this project
Objectives
· Assess overall SLA compliance, particularly the percentage of tickets resolved within SLA targets.
· Analyze ticket creation patterns to inform staffing decisions.
· Identify the most frequent and time-consuming support topics.
· Evaluate agent workload distribution and individual SLA performance.
· Provide actionable recommendations to improve service quality and operational efficiency.
Insights
1. SLA Performance
· Only 66.3% of tickets met the resolution SLA, indicating a shortfall in SLA compliance.
· A large proportion (62.8%) of tickets were created after working hours, highlighting high off-hour demand.
2. Ticket Topics and Priority Impact
· Support topics such as Product Setup, Pricing & Licensing and Feature Requests account for a significant portion of tickets and have above-average resolution times.
· Tickets marked as Medium Priority exhibit the highest average resolution time, even more than High Priority tickets.
3. Agent Workload and Performance
· Agents Adolpho, Michele and Heather received significantly fewer tickets compared to their peers.
· Benard and Connor recorded the lowest SLA resolution compliance rates, probably they were overloaded.
· Heather achieved high SLA compliance, but her first response time exceeds SLA targets, suggesting inefficiencies in the early stages of response.
Recommendations
1. Improve SLA Resolution Rate
· Conduct a process review to identify delays in resolution, particularly for medium-priority and high-frequency topics.
· Introduce SLA alerts or automation to assist agents in managing deadlines.
2. Align Support Coverage with Demand
· Evaluate staffing models to better address the 62.8% of tickets submitted after working hours.
· Consider after-hours support shifts or a tier-1 chatbot/automated triage solution for preliminary support outside of business hours.
3. Strengthen Topic-Specific Support
· Consider conducting training focused on the top-requested topics (Product Setup, Pricing & Licensing, Feature Requests) to reduce resolution time.
4. Balance Agent Workload and Improve Performance
· Re-evaluate ticket routing logic to ensure balanced distribution of workload among agents.
· Review Heather’s ticket queue and task prioritization to help her improve first response times without compromising SLA success.
