WORDPRESS.ORG WORKSHOP
by Matt Cromwell
@learnwithmattc mattcromwell.com
givewp.com wordimpress.com
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The actual information about how you do support.
How you represent that data in order to understand it
This method can change
DON'T change method
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Data * | Why |
---|---|
Staff Hours | Capacity |
# of New tickets | Capacity |
# of replies to resolve | Capacity, efficiency |
# of tickets resolved | Effeciency |
# of new sales compared to new tickets | Capacity |
Time to resolution | Capacity |
* I report all data weekly
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Capacity is how many work-hours you need to properly resolve your queue of tickets.
You measure Capacity with the following data:
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You have to find the indicator of ticket creation. Examples:
You then project the growth of your product based on your indicator trend.
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But how will Support grow with Plugin X?
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Head of Support at WordImpress.com
WordPress Community Consultant for Media Temple