Daily
First Response Time
How long customers wait for the first human reply after contacting support.
Hours
Customer service
Customer service and contact center KPIs: first response time, first contact resolution, average handle time, CSAT, service level and abandonment.
Starter dashboardThe 5 KPIs most teams in Customer service track, each in its best chart
Weekly
Average Resolution Time
How long it takes, from first contact, to solve a customer’s problem.
Hours
Weekly
First Contact Resolution
The share of issues solved in the first contact, with no follow-up needed.
Percent
Weekly
Customer Satisfaction Score
The share of surveyed customers who rated their support experience as good (4 or 5 out of 5).
Percent
Daily
Average Handle Time
The average length of an interaction, from start to finish, including hold time and after-call work.
Minutes
Daily
Service Level
The share of calls or chats answered within a target time, such as 80% within 20 seconds.
Percent
Daily
Average Speed of Answer
The average time callers wait in the queue before an agent answers.
Seconds
Daily
Call Abandonment Rate
The share of callers who hung up before reaching an agent.
Percent
Daily
Ticket Backlog
The number of open tickets waiting for work, often with how many are older than the target.
Number
Weekly
SLA Compliance
The share of tickets that met their service level agreement for response and resolution.
Percent
Weekly
Tickets Solved per Agent
How many tickets each agent solves in a period.
Number
Daily
Agent Utilisation
The share of an agent’s logged-in time spent handling contacts.
Percent
Weekly
Repeat Contact Rate
The share of customers who contact support again about the same issue within a set number of days.
Percent
Monthly
Self-Service Resolution Rate
The share of support needs solved by help articles, bots or portals without an agent.
Percent
Monthly
Cost per Contact
What it costs on average to handle one customer contact.
Money