Use this when the numbers should drive the fixes. Run the support dashboard,
benchmark SLAs, and own the improvement backlog to measured done.
What you need
The ticket and call data, the dashboard home and benchmark source from prefs,
the current backlog, and the last review's decisions.
Run the program
- Read the dashboard in one pass — one speed, one outcome, one sentiment,
the cost metrics: volume by channel, first-response and resolution times,
SLA hit rate, CSAT (with response rate), first-contact resolution (FCR),
reopen rate, abandon rate, occupancy, customer-effort score, net promoter
score, and cost per contact and per resolution — each with trend and
period. A metric with no source is cut, never estimated. Read average
handle time (AHT) alongside FCR, never alone; resolution is not
deflection.
- Benchmark SLAs against the agreed source (last quarter, peer team, or
published standard): where the team leads, where it lags, and the gap in
plain numbers. Report SLA compliance (answered-within-SLA / eligible
requests, with start/stop rules and exclusions stated) alongside the
median and p90 tail — averages hide breach tails. Name the benchmark on
every comparison; an unsourced "industry standard" is UNKNOWN.
- Mine the top three drivers behind the worst metric: repeat themes with
counts and quoted threads, root causes with owning teams. Size each fix:
effort, expected lift, owner. Rank by lift over effort.
- Stage the backlog moves: the one fix to launch this week with its measure,
the one to pilot, the one to kill. Each fix carries a dated numeric target
(e.g. cut first-response time by 5s by next quarter). Launches go to the
owner for yes with the rollback line attached. Never declare a fix done
without its before-and-after numbers.
- Log decisions, owners, and dates. Offer the weekly one-pager: metrics,
benchmark deltas, backlog moves, next review date. Refresh internal
numbers weekly; refresh external benchmarks quarterly.
Output
The dashboard read, the benchmark comparison, the ranked backlog, and the
staged launch with its measure.
Fallbacks
No data access means a metrics-UNKNOWN read naming the missing source, with
the backlog ranked by owner judgment only. Never chart guessed numbers.