OKR template to enhance resolution efficacy of the resolver team
This OKR aims to boost the effectiveness of the resolver team in handing incidents. The primary objective is to reduce the average resolution time of incidents by 15% through training the support team on efficient troubleshooting techniques, reviewing the resolution processes, and introducing a ticket prioritization system.
Another key objective is to improve the resolution rate of high-priority incidents by 20%. This will be achieved through additional training for the Incident Response Team, streamlining processes for handling urgent incidents, and establishing strict performance metrics and monitoring.
The final aim of this OKR is to implement a training program that helps to minimize incident escalation occurrences by 10%. This involves creating training modules that focus on de-escalation methods, scheduling and conducting training sessions for staff, and analyzing current trends in incident escalation.
Ultimately, the overarching goal of this OKR is to optimize the handling of incidents by the resolver team, to ensure incidents are resolved quicker and more efficiently, preventing escalations, and improving the team's response to high-priority incidents.
Another key objective is to improve the resolution rate of high-priority incidents by 20%. This will be achieved through additional training for the Incident Response Team, streamlining processes for handling urgent incidents, and establishing strict performance metrics and monitoring.
The final aim of this OKR is to implement a training program that helps to minimize incident escalation occurrences by 10%. This involves creating training modules that focus on de-escalation methods, scheduling and conducting training sessions for staff, and analyzing current trends in incident escalation.
Ultimately, the overarching goal of this OKR is to optimize the handling of incidents by the resolver team, to ensure incidents are resolved quicker and more efficiently, preventing escalations, and improving the team's response to high-priority incidents.
Enhance resolution efficacy of the resolver team
Decrease average resolution time of incidents by 15%
Train support team on more efficient troubleshooting techniques- Review and streamline current incident resolution processes
- Implement a prioritizing system for tech-support tickets
- Increase resolution rate of high-priority incidents by 20%
- Provide additional training for Incident Response Team
- Streamline process for handling high-priority incidents
- Establish strict performance metrics and monitoring
- Implement training program to reduce incident escalation occurrences by 10%
- Develop training modules focusing on de-escalation methods
- Schedule and conduct training sessions for staff
- Assess current trends in incident escalation occurrences