Below are 3 proposed quarterly objectives for Layla’s five-person customer support team for October–December 2026. September figures are current data; all other values are proposed targets.
| Objective | Key result | Baseline (current data) | Proposed target | Measurement method |
|---|---|---|---|---|
| 1. Improve first-response speed within the existing five-agent capacity | 1.1 Reduce average first response time | Current: 8 hours average first response time in September | Proposed: ≤ 4 hours average by 31 Dec 2026 | Ticketing system first-response timestamps; weekly average report; Layla adjusts queue coverage and canned replies. |
| 1.2 Increase tickets answered within 4 business hours | Current: No percentage baseline reported; September average is 8 hours | Proposed: ≥ 70% of tickets receive first response within 4 business hours by Dec 2026 | Ticketing report: percentage of tickets with first response ≤ 4 business hours; reviewed weekly. | |
| 1.3 Reduce aged tickets older than 24 business hours | Current: No open-queue baseline reported; establish baseline during Oct 1–15 | Proposed: ≤ 5% of open tickets aged > 24 business hours by Dec 2026 | Daily queue report; five agents share triage; no additional hires assumed. | |
| 2. Improve resolution quality and customer satisfaction | 2.1 Increase customer satisfaction score | Current: 78% CSAT across 120 responses in September | Proposed: ≥ 85% CSAT across ≥ 150 survey responses by Dec 2026 | Post-ticket survey; monthly average; Layla reviews low scores and coaching opportunities. |
| 2.2 Increase first-contact resolution | Current: 60% of tickets resolved on first contact in September | Proposed: ≥ 75% first-contact resolution by Dec 2026 | Ticketing system FCR flag; monthly report; linked to KB usage and agent guidance. | |
| 2.3 Reduce reopened tickets | Current: No reopen-rate baseline reported; establish baseline during Oct 1–15 | Proposed: ≤ 5% ticket reopen rate by Dec 2026 | Ticket status reopened; monthly report; quality sample of 10 tickets per agent per month, i.e. 50 tickets total across five agents. | |
| 3. Strengthen the knowledge base to deflect repeat tickets | 3.1 Update or retire all outdated knowledge base articles | Current: 20 total KB articles, including 6 outdated articles | Proposed: 100% of the 6 outdated articles updated or retired by 30 Nov 2026 | KB audit and change log; assign 1 outdated article per agent plus Layla review; workload fits within existing team size. |
| 3.2 Expand KB coverage for common ticket drivers | Current: 20 total KB articles; top ticket drivers not currently reported | Proposed: Publish 8 new or substantially revised KB articles covering the top 5 ticket drivers by 31 Dec 2026 | KB change log plus ticket-tag audit; approximately 1.3 articles per agent/Layla over the quarter, manageable without new hires. | |
| 3.3 Increase KB usage in ticket resolutions | Current: No KB-link baseline reported; establish baseline during Oct 1–15 | Proposed: ≥ 35% of resolved tickets include a KB article link by Dec 2026 | Ticketing system KB link/tag; monthly report; compare against repeat-ticket tags to measure deflection impact. |
Team-size notes:
- The plan assumes five support agents plus Layla, with no additional hires.
- Layla should spend roughly 2 hours per week on queue review, reporting, and prioritization.
- Each agent’s quarterly KB contribution is kept modest: 1 outdated article and about 1–2 new/updated articles over the full quarter.
- The quality sample is designed to be realistic: 10 tickets per agent per month, or 50 tickets total per month across the five-agent team.