📝Weekly Report Template

Submitted by: Manager / Support Admin Due: Every Saturday

# Weekly Support Report — Team <Name>

## ✅ Highlights
- Best staff: <Name> (reason: e.g. top CSAT, fastest avg resolution)
- Weakest staff: <Name> (reason + action plan)

## 📊 Team KPIs
- Avg FRT: X min (Target ≤ 6)
- Avg Resolution: X min (Target ≤ 35)
- CSAT: X% (Target ≥ 90%)
- Idle Tickets: X (Target = 0)

## 🚨 Issues / Escalations
- List any staff problems, rule violations, or customer complaints

## 🎯 Training / Coaching
- What you did this week to improve staff (shadow sessions, QA reviews, helpfix updates)

## 📌 Next Week Plan
- Coverage improvements
- Dead periods to fill
- Staff promotions/demotions recommended

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🔑 Why Appendices Exist

• CSAT SOP = fairness

• Anti-Farming Rules = protects payouts from spam

• Weekly Report Template = consistency across managers

These are reference docs staff/admins can check when they need clarity.