Customer Service Representative Metrics

    Roles

    All
    396
    Chief Financial Officer
    99
    Marketing Manager
    99
    Financial Analyst
    91
    Digital Marketing Manager
    75
    Founder
    57
    Social Media Marketer
    54
    Product Marketing Manager
    49
    Sales Manager
    47
    Advertising Manager
    45
    Customer Success Manager
    39
    Product Manager
    37
    Chief Revenue Officer
    35
    Controller
    33
    Marketing Automation Specialist
    30
    Accountant
    27
    Auditor
    23
    Bookkeeper
    23
    Chief Executive Officer
    23
    Customer Support Manager
    21
    Business Intelligence Analyst
    21
    Chief Marketing Officer
    19
    People Operations
    17
    Account Executive
    16
    Chief Operations Officer
    15
    General Manager
    14
    Warehouse Manager
    14
    Human Resources Manager
    13
    Human Resources Specialist
    12
    Customer Service Representative
    12
    Supply Chain Manager
    11
    Production Manager
    10
    SEO Specialist
    10
    Sales Representative
    10
    Logistics Analyst
    10
    Payroll Specialist
    8
    Quality Assurance Specialist
    7
    Manufacturing Engineer
    6
    Manufacturing Manager
    6
    Accounts Payable Specialist
    5
    Treasurer
    5
    DevOps Manager
    5
    Accounts Receivable Specialist
    4
    IT Manager
    3
    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 amount of time...

Call Abandon Rate

Call Abandon Rate is the percentage of people who hang up be...

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 customer ti...

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 shows how many attempts it takes to solve a c...

Ticket Resolution Rate

Ticket Resolution Rate is the percentage of tickets that wer...

Tickets

Customer Issues, tickets, or incidents, refers to the captur...

Tickets Solved

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