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KPIs - TPD L2 Support

Monthly Executive Dashboard Daily Operational Dashboard

📈 Issues Resolved

Total volume of support tickets successfully resolved
Tickets Resolved 0
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📈 MoM Resolved Issues Trend

Trending graph of resolved ticket volume over May 2026 onwards

📊 Mean Time to Resolve

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Mean MTTR 0.0 hrs
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📈 MoM Mean Time to Resolve Trend

Trending graph of MTTR (Hours) over May 2026 onwards

⚡ Mean Time to Respond

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Avg. Response Time 0.0 mins
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📈 MoM Mean Time to Respond Trend

Trending graph of first response times (Seconds) over May 2026 onwards

🛠️ Team Utilization - Maintenance Tax

Monthly hours logged by engineers on Maintenance Tax
Logged Hours 0.0 hrs
Utilization 0.0%
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📈 MoM Maitenance Tax Trend

Macro comparison of total logged hours July vs August 2026

👥 Team Utilization - Customer tickets

Logged support work hours on customer tickets (excluding Maintenance Tax)
Logged Hours 0.0 h
Utilization 0.0%
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📈 MoM Team Utilization on Customer tickets Trend

Trending graph of customer tickets support utilization percentage from May 2026 onwards

📊 Overall Team Utilization

Logged hours on Maintenance Tax + Customer tickets
Logged Hours 0.0 h
Utilization 0.0%
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📈 MoM Overall Team Utilization Trend

Trending graph of overall team utilization percentage from May 2026 onwards

📊 Combined Team Utilization Detailed Breakdown

Month-over-Month (MoM) utilization rates of individual engineers (L2S + Customer tickets)
Engineer May 2026 June 2026 July 2026 August 2026 September 2026 October 2026 November 2026 December 2026 AVG Utilization

🔄 Rework Rate

Percentage of resolved issues requiring rework (based on JIRA LBL field)
Rework Rate 0.0%
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🔄 Quality and Operational Excellence

Information on support delivery rework metrics

Rework is triggered when an issue requires additional cycles after a resolution attempt. It is identified by the JIRA field LBL = "Yes".

Rework Formula: (Issues with LBL = "Yes" / Total issues with LBL "Yes/No") * 100
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AI Copilot Support Insights

Real-time, context-aware operational recommendations & performance analysis
Cognitive Engine Active
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Operational Efficiency

Loading dynamic performance trends...

🛠️

Resource Allocation

Analyzing maintenance overhead and team capacity...

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Prescriptive Action

Synthesizing direct support optimization directives...