Support Metrics

Agent Wait Time is the total combined time a support ticket spends in pending status, waiting for a response from the requester. Unlike customer-facing metrics such as First Response Time or Resolution Time, Agent Wait Time measures how long the support agent waits between interactions. High pending time reduces agent efficiency and makes it harder to maintain context across complex tickets.

Average Speed to Answer (ASA) is the average time a call centre agent takes to answer an inbound customer call, including queue wait time but excluding IVR navigation time. ASA is one of the most important signals tied to customer satisfaction in contact centre operations.

Call Volume is the total count of incoming and outgoing calls handled over a defined period. It applies to inbound support queues, outbound sales teams, and automated call distribution (ACD) systems. Tracking this metric helps determine required staffing levels, identify service gaps, and understand customer behaviour.

Call-in Rate is the average number of inbound calls received per paid user of a product or service. It monitors changes in call volume, which can be an early warning sign of product or service issues and potential churn.

The Cost Of Goods Sold (COGS) is the measure of direct costs incurred by a company to manufacture or deliver their product or service. Costs typically include raw material and direct labour, but this varies from business to business, depending on the products or services that are being sold. COGS is the building block to understanding Gross Margin and Gross Margin Percent.

Customer Effort Score (CES) is a measure of how easy or difficult it is for customers to interact with your company, whether that means making a purchase, accessing a free trial, resolving a problem, navigating your website, or getting something done in your product. CES is measured by surveying customers after a specific interaction and asking them to rate how easy or difficult it was to accomplish their goal. High-effort interactions, ones that make customers repeat information, deal with multiple people or screens, or search through irrelevant content, are the primary driver of disloyalty.

A Customer Health Score is a single, calculated number that reflects a customer's health across multiple dimensions. By monitoring Customer Health Scores, you can detect early signals of increased friction or declining customer engagement, and identify highly engaged clients who would make excellent advocates.

First Contact Resolution Rate (FCR Rate) is the percentage of customer support contacts resolved on the first interaction, with no follow-up required from the agent or customer. A high FCR Rate reduces support costs, lowers repeat contact volume, and improves customer satisfaction.

First Contact Resolution Tickets is the count of support tickets fully resolved on the first agent interaction, with no follow-up contact required from the customer.

First Response Time (FRT) is the average time an agent takes to send an initial reply to a customer support ticket or inquiry. It measures the gap between when a customer submits a request and when your team first acknowledges it — a direct signal of support team availability and operational maturity.

Full Resolution Time is the time duration between the ticket creation date and the ticket solved or closed date. Along with a solution that helps the customer and solves the problem, the less time it takes to get to a resolution is good for you and good for the customer. Resolution time is usually measured in hours or days.

Requester Wait Time is the total combined time a ticket spends in the new, open, and on-hold statuses, measured until the ticket reaches a pending, solved, or closed status. It excludes pending time, which is when the ticket is waiting on the requester to reply, making it a direct measure of support team responsiveness rather than total ticket lifespan.