Technical Support KPI Dashboard in Excel

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📊 Optimize Your Tech Support with the Technical Support KPI Dashboard in Excel! 🚀

Managing a technical support team effectively is crucial for customer satisfaction, reducing churn, and ensuring seamless service delivery. The Technical Support KPI Dashboard in Excel consolidates all your key performance indicators (KPIs) into one interactive, easy-to-use template—allowing managers to track trends, analyze data, and take action faster than ever.

Key Features:

🏠 Home Sheet: Easy navigation to all 7 worksheets with just one click.

📊 Dashboard Sheet: Visualizes MTD and YTD performance, compares Actual vs Target and Previous Year, with conditional formatting arrows for quick insights.

📈 KPI Trend Sheet: Track each KPI over time with trend charts; includes KPI group, unit, type (UTB/LTB), formula, and definition.

📝 Actual Numbers Input Sheet: User-friendly monthly data entry for all KPIs.

🎯 Target Sheet: Set and monitor MTD and YTD target values.

📅 Previous Year Numbers Sheet: Benchmark against last year’s performance.

📚 KPI Definition Sheet: Clear reference for all KPIs to maintain consistency.

Important KPIs Included:

First Response Time (FRT)

Average Resolution Time (ART)

Tickets Resolved per Agent

Ticket Backlog

SLA Breach %

Customer Satisfaction (CSAT)

Net Promoter Score (NPS)

Escalation Rate

Repeat Tickets %

Benefits:
✅ Real-Time Insights – Track support performance instantly.
✅ Time Savings – Automated calculations reduce manual reporting.
✅ Target Alignment – Align team efforts with business goals.
✅ Trend Analysis – Monitor month-to-month and YTD performance.
✅ Early Problem Detection – Identify rising backlogs and SLA breaches early.

Best Practices:

Update actual and target data regularly.

Define clear KPIs relevant to your support goals.

Engage your team by sharing dashboard insights.

Benchmark against previous year for performance analysis.

Who Should Use This Dashboard:

Small to large technical support teams

IT managers and team leads

Customer service managers seeking actionable insights

💡 Take Control of Your Technical Support Performance Today!

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