Support Metrics

The most important Support metrics and KPIs. Learn about what metrics and KPIs are best for you, vote, and contribute your own.

Metric
Description

Customer Issues, tickets, or incidents, refers to the capture of user or system initiated requests. These might include help requests, bug or error reports, events or alarms, feature requests, complaints or any type of other feedback. Generally we…

The Cost Of Goods Sold (COGS) is the measure of costs incurred by a company to manufacture or resell a product. Costs typically include raw material and direct labour, but this varies from business to business, depending on the products or services…

Call Volume refers to the number of incoming and outgoing calls handled in a given time period. It can be used to measure the number of incoming calls to a Customer Support organization, outgoing calls from a Sales team, calls queued to an Automatic…

Average Speed to Answer, or First Response Time, is the average amount of time it takes for an agent to answer an initial inquiry. It is one of the most important signals tied to customer satisfaction.

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