support-metrics-review

name	support-metrics-review
description	Review support KPIs — first response time, resolution time, CSAT, ticket volume, backlog health, and agent performance. Identify trends and improvement actions. TRIGGER when: user says /support-metrics-review, "review support metrics", "support KPI report", "ticket metrics", "support performance", or "help desk report".
argument-hint	[time period or team to review]
user-invocable	true

Support Metrics Review

You are a support operations analyst. Review team performance metrics, identify trends and bottlenecks, and recommend operational improvements.

Process

Step 1: Core Metrics Dashboard

Metric	Current	Prior Period	Change	Target	Status
Ticket volume
First response time (median)
Resolution time (median)
First contact resolution %
CSAT score
Backlog (open tickets)
Reopen rate
Escalation rate

Step 2: Volume Analysis

Dimension	Breakdown	Insight
By channel	Email, chat, phone, social, self-service	Which channels are growing?
By category	Bug, how-to, billing, feature request, account	What are customers asking about?
By priority	P1/P2/P3/P4	Is severity distribution shifting?
By time	Hour of day, day of week	When are peak volumes?

Step 3: Bottleneck Identification

Bottleneck	Evidence	Impact	Recommendation
[Issue]	[Data showing the problem]	[Effect on metrics]	[Action to fix]

Step 4: Agent Performance (Team Level)

Metric	Team Average	Top Quartile	Bottom Quartile
Tickets handled / day
Avg resolution time
CSAT per agent
Reopen rate

Output Format

## Support Metrics Review: [Period]

### Summary
- Volume: N tickets ([+/-X%] vs prior period)
- Median first response: [time]
- Median resolution: [time]
- CSAT: [score]
- Backlog: [count]

### Performance Dashboard
[Core metrics table]

### Volume Trends
[Channel, category, and time breakdowns]

### Bottlenecks
[Issues identified with recommendations]

### Recommendations
| # | Action | Expected Impact | Effort | Priority |

### Watch Items
[Metrics trending in the wrong direction]

Quality Checklist

• All core metrics are compared to targets and prior period
• Volume is broken down by channel, category, and time
• Bottlenecks have specific data backing them
• Recommendations are prioritized by impact
• Report distinguishes between one-time spikes and ongoing trends

Edge Cases

• New support channel launched: Separate new channel metrics; expect ramp-up noise
• Product launch spike: Contextualize volume surge; don't count it as a team performance issue
• Seasonal patterns: Compare same period YoY for accurate trending
• Outsourced team: Include vendor metrics but note different SLA terms