Managed Services
Ticket volumes, SLA performance, and operational reporting
Total Tickets
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P1 Tickets
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P1 Avg Response
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P1 Avg Resolution
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Avg Resolution
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Resolution Rate
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Open Tickets
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Proactive %
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FCR %
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NPS Score
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CSAT Score
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Tickets by Priority — Monthly
Tickets by Source — Monthly
SLA Performance Trend by Priority
P1 SLA Trend
P2 SLA Trend
P3 SLA Trend
P4 SLA Trend
First Contact Resolution — Monthly Trend
Top 5 — SLA Response by Priority
P1 Response
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P2 Response
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P3 Response
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P4 Response
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Top 5 — SLA Resolution by Priority
P1 Resolution
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P2 Resolution
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P3 Resolution
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P4 Resolution
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