Metrics
The numbers support and engineering teams use to measure resolution.
Questions
- What is a good first response time for B2B support?A good first response time depends on severity and on what you've promised in your SLA.
- How do you calculate escalation rate?Escalation rate is the number of tickets escalated in a period divided by the total tickets in that period, as a percentage.
- What's the difference between MTTR and resolution time?They measure the same thing from different traditions.
Terms
- Average Handle Time (AHT)The average time an agent spends actively working a ticket, from open to wrap-up.
- Customer Effort Score (CES)How hard the customer had to work to get their issue resolved.
- Customer Satisfaction Score (CSAT)The share of customers who rate a support interaction as good after it closes.
- Deflection RateThe share of customer questions resolved without a human support agent.
- Escalation RateThe percentage of tickets support can't resolve without another team.
- First Contact Resolution (FCR)The share of tickets resolved in the first reply, with no follow-up needed.
- First Response Time (FRT)How long a customer waits for the first human or agent reply to a ticket.
- Mean Time to Acknowledge (MTTA)The average time between an alert or ticket and someone taking ownership.
- Mean Time to Resolution (MTTR)The average time from when an issue is reported to when it's fixed.
- Net Promoter Score (NPS)How likely customers are to recommend you, scored from −100 to 100.
- Reopen RateThe share of solved tickets customers reopen because the issue wasn't fixed.
- Resolution TimeElapsed time from a ticket's creation to its final resolution.