Average Handle Time (AHT)
Understand what average handle time is, how to calculate it, why it matters in support, and smart ways to reduce it without hurting quality.
Read the guideCustomer support metrics
Empower your support team with data that drives better service and stronger relationships.
Social Media Sentiment
Explore what people are really saying about your support online—and how to monitor and improve public perception.
Read the guideCustomer Lifetime Value Post Support
See how support interactions affect customer value over time—and what high CLTV says about your service quality.
Read the guideSupport Revenue
Learn how great support can drive revenue—through retention, upsells, and brand loyalty that pays off long-term.
Read the guideAgent Turnover Rate
Understand why agents leave, how turnover affects service quality, and ways to build a more stable, satisfied team.
Read the guideKnowledge Base Effectiveness
Measure how well your help articles actually help—and how to improve searchability, clarity, and usefulness.
Read the guideCall Abandonment Rate
Track how often callers hang up before reaching an agent—and how to reduce this number with better processes.
Read the guideCustomer Wait Time
Discover how long customers are kept waiting, why it matters more than ever, and what you can do to speed things up.
Read the guideService Level Agreement Compliance (SLA Compliance)
Find out how well your team meets promised response and resolution times—and what happens when SLAs are breached.
Read the guideSupport Channel Mix
Analyze the balance of support channels customers use—and how to tailor your strategy to meet them where they are.
Read the guideRepeat Contact Rate
Track how often customers need to follow up—and what you can do to reduce repeat contacts through better first responses.
Read the guideEscalation Rate
Get insights into how often issues are getting bumped up the chain—and what that says about frontline efficiency.
Read the guideChurn Rate
Understand what customer churn means, what’s causing it, and how support teams can play a role in keeping users around.
Read the guideCustomer Retention Rate
Learn why keeping customers is more cost-effective than chasing new ones—and how support directly influences retention.
Read the guideSelf-Service Usage Rate
Track how often customers help themselves, why this matters, and how to increase usage with better resources and design.
Read the guideCost Per Ticket
Understand what each support interaction really costs you—and how to reduce spending without cutting corners on service.
Read the guideAgent Satisfaction Score (ASAT)
Explore how agent happiness impacts customer experience, how to measure it, and ways to create a better support environment.
Read the guideAgent Utilization Rate
Find out how busy your agents really are, how to optimize their workload, and why balance is the key to performance.
Read the guideResolution Rate
Learn how to measure what percentage of tickets actually get resolved—and what drives that number up or down.
Read the guideTicket Reopen Rate
Discover how to track repeat issues, what a high reopen rate reveals, and what steps help ensure problems stay solved.
Read the guideTicket Backlog
Get clarity on why unresolved tickets pile up, what they mean for team performance, and how to bring your backlog under control.
Read the guideTicket Volume
Understand what rising ticket numbers signal, how to analyze volume trends, and ways to control the chaos without burning out agents.
Read the guideCustomer Effort Score (CES)
Learn how to gauge how easy (or hard) it is for customers to get help—and how reducing friction can lead to loyalty.
Read the guideNet Promoter Score (NPS)
Explore what NPS really tells you about customer loyalty, how to calculate it, and what to do with your score once you have it.
Read the guideCustomer Satisfaction Score (CSAT)
Understand CSAT from the ground up—what it is, how to measure it, and proven ways to improve customer satisfaction.
Read the guideFirst Contact Resolution (FCR)
Find out why solving issues on the first try matters, how to measure it, and what high-performing teams do to improve FCR.
Read the guideAverage Resolution Time
Learn what this metric says about your support efficiency, how it’s measured, and how to bring it down without sacrificing quality.
Read the guideAverage Response Time
Understand how long it takes your team to reply to customers—and why shaving even a few minutes off can make a big difference.
Read the guideFirst Response Time
Learn everything about First Response Time (FRT)—what it means, what affects it, key benefits & practical tips to improve it
Read the guide