# Metrics Glossary

> The numbers support and engineering teams use to measure resolution.

Canonical: https://www.decimal.app/glossary/metrics · Last reviewed: 2026-09-23

## Questions

- [What is a good first response time for B2B support?](https://www.decimal.app/glossary/metrics/what-is-a-good-first-response-time)
- [How do you calculate escalation rate?](https://www.decimal.app/glossary/metrics/how-to-calculate-escalation-rate)
- [What's the difference between MTTR and resolution time?](https://www.decimal.app/glossary/metrics/mttr-vs-resolution-time)

## Terms

- [Average Handle Time (AHT)](https://www.decimal.app/glossary/average-handle-time): The average time an agent spends actively working a ticket, from open to wrap-up.
- [Customer Satisfaction Score (CSAT)](https://www.decimal.app/glossary/csat): The share of customers who rate a support interaction as good after it closes.
- [Customer Effort Score (CES)](https://www.decimal.app/glossary/customer-effort-score): How hard the customer had to work to get their issue resolved.
- [Deflection Rate](https://www.decimal.app/glossary/deflection-rate): The share of customer questions resolved without a human support agent.
- [Escalation Rate](https://www.decimal.app/glossary/escalation-rate): The percentage of tickets support can't resolve without another team.
- [First Contact Resolution (FCR)](https://www.decimal.app/glossary/first-contact-resolution): The share of tickets resolved in the first reply, with no follow-up needed.
- [First Response Time (FRT)](https://www.decimal.app/glossary/first-response-time): How long a customer waits for the first human or agent reply to a ticket.
- [Mean Time to Acknowledge (MTTA)](https://www.decimal.app/glossary/mtta): The average time between an alert or ticket and someone taking ownership.
- [Mean Time to Resolution (MTTR)](https://www.decimal.app/glossary/mttr): The average time from when an issue is reported to when it's fixed.
- [Net Promoter Score (NPS)](https://www.decimal.app/glossary/net-promoter-score): How likely customers are to recommend you, scored from −100 to 100.
- [Reopen Rate](https://www.decimal.app/glossary/reopen-rate): The share of solved tickets customers reopen because the issue wasn't fixed.
- [Resolution Time](https://www.decimal.app/glossary/resolution-time): Elapsed time from a ticket's creation to its final resolution.

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