Customer Service Representative Metrics

    Roles

    All
    411
    Marketing Manager
    99
    Chief Financial Officer
    98
    Financial Analyst
    94
    Digital Marketing Manager
    75
    Founder
    65
    Social Media Marketer
    54
    Product Marketing Manager
    49
    Sales Manager
    48
    Advertising Manager
    45
    Customer Success Manager
    39
    Product Manager
    37
    Chief Revenue Officer
    37
    Controller
    33
    Marketing Automation Specialist
    30
    Accountant
    30
    Chief Executive Officer
    28
    Bookkeeper
    25
    Business Intelligence Analyst
    23
    Auditor
    22
    Customer Support Manager
    21
    Chief Marketing Officer
    21
    General Manager
    18
    People Operations
    18
    Warehouse Manager
    17
    Chief Operations Officer
    17
    Account Executive
    16
    Supply Chain Manager
    14
    Human Resources Manager
    13
    Human Resources Specialist
    12
    Customer Service Representative
    12
    Logistics Analyst
    11
    Production Manager
    10
    SEO Specialist
    10
    Sales Representative
    10
    Payroll Specialist
    8
    Quality Assurance Specialist
    7
    Manufacturing Engineer
    7
    Manufacturing Manager
    7
    IT Manager
    6
    Treasurer
    6
    Accounts Payable Specialist
    5
    DevOps Manager
    5
    Accounts Receivable Specialist
    4
    Project Manager
    3
    Database Administrator
    2

Agent Wait Time

Agent Wait Time is the total combined time a support ticket...

Average Speed to Answer

Average Speed to Answer (ASA) is the average time a call cen...

Call Abandon Rate

Call Abandon Rate is the percentage of inbound callers who h...

First Contact Resolution Rate

First Contact Resolution Rate (FCR Rate) is the percentage o...

First Contact Resolution Tickets

First Contact Resolution Tickets is the count of support tic...

First Response Time

First Response Time (FRT) is the average time an agent takes...

Requester Wait Time

Requester Wait Time is the total combined time a ticket spen...

Ticket Reopen Rate

Ticket Reopen Rate (RR) is the percentage of resolved suppor...

Ticket Reopens

Ticket Reopens is a count of how many times closed support t...

Ticket Resolution Rate

Ticket Resolution Rate is the percentage of support tickets...

Tickets

Tickets, also called customer issues or incidents, are recor...

Tickets Solved

Tickets Solved is the count of support tickets that a custom...