Customer Support Manager
Average Speed to Answer
Average Speed to Answer (ASA) is the average amount of time...
Call Abandon Rate
Call Abandon Rate is the percentage of people who hang up be...
Call Volume
Call Volume is the count of both incoming and outgoing calls...
Call-in Rate
Call-in Rate is the average number of inbound calls received...
Cost Of Goods Sold
The Cost Of Goods Sold (COGS) is the measure of costs incurr...
Customer Effort Score
Customer Effort Score (CES) is a measure of how easy or diff...
Customer Health Score
A Customer Health Score is a single, calculated number that...
Customer Issues
Customer Issues, tickets, or incidents, refers to the captur...
Customer Satisfaction
CSAT is a measure of the level of satisfaction that a custom...
First Response Time
First Response Time (FRT) is the average amount of time take...
Gross Margin
Gross Margin is a profitability ratio that measures Gross Pr...
Time to Value
Time to Value (TTV) measures the duration between when a use...