Tier 2 Response Tracking

[MacLean Ferguson]

We're trying to improve our tracking of our tier 2 support tracking. Right now our tier 2 teams have a lot of failed SLAs that may or may not have failed at tier 1. Right now our best thought is to raise a new ticket at each escalation but we don't want to flood too many tickets into our queues or have a customer trying to track progress over multiple tickets. Does anyone have something in place to help track response progress on team reassign? 

[James Ainsworth]

Hi @MacLean Ferguson

I believe that there are a few options that are currently available that might help.

Automated escalations on a service level target can play a big part in this.  If you look at the full response and/or resolution target that has been provided or agreed on, you can divide this time up between teams.  For example if you have a 2 day resolution target, give tier 1 support 1 day to fulfill the request after which time the request is escalated to tier 2.  This escalation can be done in two ways.  It could be a simple notification to tier 2 or it could be a reassignment to tier 2.  It could also be a combination of the two.  It may start with a notification to tier 2 to give them a heads-up that it may be coming their way, followed by a reassignment.

Introducing First Time Fix (FTF) criteria can be a good way to encourage tier 1 support to resolve an issue before it gets escalated to tier 2.  A key performance indicator for tier 1 support should be FTF.

There is a table that tracks team reassignments that can be used for reporting, but it may not tie together the timing between hand over and failing a target.  

 

[James Ainsworth]

First Time Fix  can be a good place to start.  If tier 1 support are driven by this key performance indicator (KPI) it can reduce the number of requests that get escalated to tier 2.