FY20-Q3 Support IACV OKR: Create sustainable process to achieve 85% performance to Next Response Time SLA =>40%

• Global KPI performance is at or above 85% on a rolling 30 day average => 40%, trending up but just above 80%.
• The oldest follow up response on a ticket is less than 3 days => 50%, median # responses is 4
• Appropriate new workflows are introduced, adopted and documented in handbook by the team => 50%, 4 modes of support and FRT Hawk changes in

Retrospective

Good

• Trend toward target is positive and maintaining 30 day rolling average above 80%.

Bad

• Did not successfully achieve target consistently.

Try

• Ticket assignments to coincide with FRT hawks (triage) approach.