First Contact Resolution Rate
Calculate first contact resolution rate from tickets resolved at first contact and resolved tickets.
Open tool →Customer Support KPIs
Operational calculators for customer support kpis.
SLA Compliance Rate
Calculate sla compliance rate from tickets within sla and total eligible tickets.
Open tool →Ticket Reopen Rate
Calculate ticket reopen rate from reopened tickets and resolved tickets.
Open tool →Escalation Rate
Calculate escalation rate from escalated tickets and total tickets.
Open tool →Self-Service Resolution Rate
Calculate self-service resolution rate from self-service resolutions and self-service sessions.
Open tool →Backlog Clearance Rate
Calculate backlog clearance rate from backlog tickets closed and starting backlog tickets.
Open tool →Knowledge Article Success Rate
Calculate knowledge article success rate from helpful article votes and article feedback votes.
Open tool →Callback Completion Rate
Calculate callback completion rate from completed callbacks and scheduled callbacks.
Open tool →Complaint Resolution Rate
Calculate complaint resolution rate from resolved complaints and received complaints.
Open tool →Survey Response Rate
Calculate survey response rate from completed surveys and survey invitations.
Open tool →Tickets per Agent
Calculate tickets per agent from handled tickets and support agents.
Open tool →Replies per Ticket
Calculate replies per ticket from agent replies and handled tickets.
Open tool →Resolution Hours per Ticket
Calculate resolution hours per ticket from resolution hours and resolved tickets.
Open tool →Cost per Ticket
Calculate cost per ticket from support operating cost and handled tickets.
Open tool →Chats per Agent Hour
Calculate chats per agent hour from completed chats and agent hours.
Open tool →Calls per Agent Hour
Calculate calls per agent hour from completed calls and agent hours.
Open tool →Escalations per 100 Tickets
Calculate escalations per 100 tickets from escalated tickets and total tickets.
Open tool →Knowledge Views per Ticket
Calculate knowledge views per ticket from knowledge article views and tickets.
Open tool →Quality Score per Review
Calculate quality score per review from total quality score and quality reviews.
Open tool →Customer Effort per Response
Calculate customer effort per response from total effort score and survey responses.
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