Metrics Analysis Workgroup
2020-08
Attributes
Property | Value |
---|---|
Date Created | 2020-08-13 |
Date Ended | 2020-12-08 |
Slack | #spt_metrics-analysis (only accessible from within the company) |
Google Doc | Metrics Analysis Workgroup Agenda (only accessible from within the company) |
Playlist of Meetings | Support - Metrics Analysis |
KPIs that triggered this action
- Support Satisfaction (SSAT): Target 95%
- Trending down since May: Support Metrics::SSAT in Explore (GitLab internal)
- Service Level Agreement (SLA)
- First Reply Time: Target 95%
- Trending down since May: Support Metrics::SLA in Explore (GitLab internal)
- First Reply Time: Target 95%
Exit Criteria
- Define conditions under which a metrics workgroup will be formed. => 100%
- Create a dashboard that exposes metrics and targets that will trigger actions on part of the support team (including forming this group) => 100%
- Document common hypothesis and expose the data to support/refute them. => 100%
Roles and Responsibilities
Working Group Role | Person | Title |
---|---|---|
Facilitator | Lyle Kozloff | Senior Support Engineering Manager |
Executive Stakeholder | Tom Cooney | VP of Support |
Member | Ilia Kosenko | Support Engineering Manager |
Member | Wei Meng Lee | Support Engineering Manager |
Member | Donique Smit | Support Engineer |
Artifacts
- Support KPIs Dashboard to breakdown top-level KPIs
- Metrics Project to track hypothesis.
- Metrics Hypothesis Board to track outstanding hypothesis
- FY21-Q3 Working Group Milestone to show a burndown chart.
- Metrics Workgroup Issue Template to provide instructions for how a metrics workgroup is formed.
- Metrics Hypothesis and Actions to track common hypotheses, data collection methodologies and actions.
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