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Syncplicity Support August 2nd – August 8th
Customer Satisfaction <ul><li>Overall, how satisfied were you with your contact with Syncplicity Support? </li></ul><ul><l...
Average Initial Response Time
Source of Incidents <ul><li>FORUMS </li></ul><ul><li>QUEUES </li></ul>This week Last week Trending Posts Per Day 17.35 17....
Manual Traffic
Total Support Incidents Total number of tickets 97 Actual Goal Number of One and Dones 15 15% 20% Resolved by Support 83 8...
Source of Incidents
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August11

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August11

  1. 1. Syncplicity Support August 2nd – August 8th
  2. 2. Customer Satisfaction <ul><li>Overall, how satisfied were you with your contact with Syncplicity Support? </li></ul><ul><li>80% </li></ul><ul><li>Say “Very Satisfied” </li></ul><ul><li>100% </li></ul><ul><li>Say “Satisfied” or “Very Satisfied” </li></ul>
  3. 3. Average Initial Response Time
  4. 4. Source of Incidents <ul><li>FORUMS </li></ul><ul><li>QUEUES </li></ul>This week Last week Trending Posts Per Day 17.35 17.49 Topics Per Day 4.99 5.03 Users Per Day 40.17 40.24 This week Last week Trending Email 42% 48% Phone 0% 0% Web 58% 52% Billing 13% 15% Support 87% 85%
  5. 5. Manual Traffic
  6. 6. Total Support Incidents Total number of tickets 97 Actual Goal Number of One and Dones 15 15% 20% Resolved by Support 83 86% 75% Escalations 14 14% 25% Bugs Reported 9 9% 5%
  7. 7. Source of Incidents

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