This page documents hypothesis for metrics dips and techniques for evaluating them. Additionally it includes specific actions that might be used to shore lagging metrics up.
Evidence Gathered:
Approach:
If ticket volume is too high:
Evidence Gathered:
Approach:
If you suspect a time consuming workflow is causing a dip in performance:
Evidence Gathered:
Approach:
Evidence Gathered:
Approach:
If dedicating team-members to a specific set of tickets has reduced capacity:
Evidence Gathered:
Approach:
Notes:
If tickets have increased in difficulty:
Evidence Gathered:
Approach:
If it was identified that PTO impacted our results:
Evidence Gathered:
Approach:
If it was identified that a single portion of our problem types exhibits poor performance (compared to the other problem types).
Evidence Gathered:
Approach:
If it was identified that we're not asking folks to work the right set of hours:
If it was identified that our staffing isn't spread appropriately: