< !!! INTERNAL USE ONLY !!! >
Not for distribution directly to end user
Overview
This article outlines the core performance metrics reviewed during individual technician meetings. Each metric includes a clear measurement method to ensure consistent expectations and accountability, across the User Support team.
Audience
User Support Technicians
Procedure
During each one-on-one check-in, the following metrics will be reviewed using TDX reports, ICEBAR reports, random ticket audits, and communication records:
1. Tickets Closed
- Target: Technician resolves 90–100% of tickets they worked on each week (regardless of assignment status; based on documented action)
- Measured by weekly closure reports and comment/activity history in TDX
- Focus: Tracks follow-through and resolution ownership
2. Ticket Documentation Quality
- Target: 90–100% of reviewed tickets meet documentation standards
- Measured by Supervisor review of 3–5 randomly selected tickets per technician during biweekly check-ins.
- Checklist: Supervisor-prepared in advance and reviewed during the one-on-one. Must include summary, steps taken, resolution, and status.
- Focus: Ensures clarity, consistency, and audit-readiness
3. Timely Updates / Follow-Ups
- Target: 90–100% of reviewed tickets reflect timely progress based on recent updates or status changes
- Measured by Supervisor review of 3–5 randomly selected tickets per technician during biweekly check-ins; TDX “Last Modified” timestamp and comment history
- Focus: Prevents ticket stagnation and maintains user engagement
- Note: Follow-up expectations begin once the ticket is assigned to a technician. Tickets in the unassigned queue are tracked separately.
4. Hold Usage Compliance
- Target: 90–100% of reviewed tickets follow hold protocol when no response is received
- Measured by Supervisor review of 3–5 tickets per technician during biweekly check-ins; comment and timestamp history
- Standard: A ticket may be placed on hold after two documented follow-up attempts with no response, a phone call follow-up is made after the ticket is placed on hold if no reply is received.
- Focus: Ensure hold is used appropriately to reduce open ticket clutter while maintaining engagement with requestors
5. Call Coverage
- Target: Full presence during all assigned phone shifts
- Measured by assigned schedule blocks, ICEBAR call volume reports, and supervisor monitoring
- Focus: Ensures reliable phone support and consistent user experience
- Notes: Missed shifts, extended unavailability, or unexplained call gaps may be flagged for review
6. Team Communication
- Target: 90-100% of workdays include at least one documented communication (e.g., ticket comment, supervisor response, or coordination message in Teams)
- Measured by Supervisor review of ticket activity, Teams threads, and guidance logs across the biweekly period
- Focus: Encourages collaboration, visibility, and consistent engagement across the support team
- Note: Supervisors are expected to document review and feedback directly in the ticket record to support coaching and team development
7. Initiative and Independence
- Target: Demonstrated initiative in multiple tickets each week, based on opportunity and role expectations
- Measured by supervisor review of tickets showing self-led resolution, proper escalation, or proactive user outreach without needing reminders
- Focus: Encourages ownership, autonomy, and leadership readiness
8. Call Quality
- Target: 90% of reviewed calls meet quality standards
- Measured by Supervisor observation and review of ticket history, follow-up patterns, and evidence of problem-solving without direct instruction
- Checklist: Clear greeting, effective troubleshooting, professional tone, accurate documentation
- Focus: Recognizes proactive behavior, technical ownership, and reduced need for escalation
Note: TDX data is reviewed using built-in filters. ICEBAR data is more complex and is reviewed manually as needed. Findings are recorded in a technician-specific tracker to support coaching and long-term performance review.