Metrics Analysis - Hypothesis and Actions
How to analyze Support metrics hypotheses
Metrics Analysis Workgroup
Support team metrics analysis workgroup overview
2020-08
Attributes
| Property | Value |
|---|---|
| Date Created | 2020-08-13 |
| Date Ended | 2020-12-08 |
| Slack | #spt_metrics-analysis (only accessible from within the company) |
| Google Doc | Metrics Analysis Workgroup Agenda (only accessible from within the company) |
| Playlist of Meetings | Support - Metrics Analysis |
KPIs that triggered this action
- Support Satisfaction (SSAT): Target 95%
- Trending down since May: Support Metrics::SSAT in Explore (GitLab internal)
- Service Level Agreement (SLA)
- First Reply Time: Target 95%
- Trending down since May: Support Metrics::SLA in Explore (GitLab internal)
- First Reply Time: Target 95%
Exit Criteria
- Define conditions under which a metrics workgroup will be formed. => 100%
- Create a dashboard that exposes metrics and targets that will trigger actions on part of the support team (including forming this group) => 100%
- Document common hypothesis and expose the data to support/refute them. => 100%
Roles and Responsibilities
| Working Group Role | Person | Title |
|---|---|---|
| Facilitator | Lyle Kozloff | Senior Support Engineering Manager |
| Executive Stakeholder | Tom Cooney | VP of Support |
| Member | Ilia Kosenko | Support Engineering Manager |
| Member | Wei Meng Lee | Support Engineering Manager |
| Member | Donique Smit | Support Engineer |
Artifacts
- Support KPIs Dashboard to breakdown top-level KPIs
- Metrics Project to track hypothesis.
- Metrics Hypothesis Board to track outstanding hypothesis
- FY21-Q3 Working Group Milestone to show a burndown chart.
- Metrics Workgroup Issue Template to provide instructions for how a metrics workgroup is formed.
- Metrics Hypothesis and Actions to track common hypotheses, data collection methodologies and actions.
Last modified November 27, 2023: Fixes broken Support links (
897950ce)
