Global Support (Customer Service) Performance Metrics Dashboard | July 2015 - June 2016

No	List of Metrics	Service Level Targets (SLTs)
1	Number of days to last response	Less than 7 calendar days
2	Number of days to case closure	Less than 7 calendar days
3	Percentage of cases resolved by Tier 1 (Customer Service)	60%

 

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Metrics #1: Number of days to last response

Month	Average number of days to last response	Percentage within SLT (< 7 days)
June 2016	3.4	89
May 2016	3.17	87
April 2016	3.38	90
March 2016	5	91
February 2016	8.43	92
January 2016	8.57	93
December 2015	8.98	93
November 2015	8.02	90
October 2015	7.44	94
September 2015	6.83	89
August 2015	5.67	89
July 2015	5.4	97

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Metrics #2: Number of days to case closure

Month	Average number of days to case closure	Percentage within SLT (< 7 days)
June 2016	2.0	91
May 2016	4.12	91
April 2016	4.45	95
March 2016	2.71	91
February 2016	6.92	92
January 2016	8.29	96
December 2015	5.57	86
November 2015	8	92
October 2015	6.95	92
September 2015	4.95	90
August 2015	6.03	91
July 2015	3.66	96

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Metrics #3: Percentage of cases resolved by Tier 1 (Global Support)

Month	Percentage of cases resolved by Tier 1 within SLT (60%)
June 2016	88
May 2016	90
April 2016	89
March 2016	91
February 2016	92
January 2016	90
December 2015	80
November 2015	85
October 2015	85
September 2015	83
August 2015	81
July 2015	78