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
- Trend toward target is positive and maintaining 30 day rolling average above 80%.
- Did not successfully achieve target consistently.
- Ticket assignments to coincide with FRT hawks (triage) approach.