Core Response Metrics
First Response Time (FRT)
Definition: Time elapsed from ticket creation to the first agent reply.
Formula: Sum of all FRTs ÷ Number of tickets
Benchmark: < 2 hours (email), < 30 min (chat/WhatsApp)
Why it matters: The single biggest driver of initial customer satisfaction.
Average Handle Time (AHT)
Definition: Average time an agent spends actively working on a ticket.
Formula: (Talk time + Hold time + After-call work) ÷ Number of tickets
Benchmark: 8–12 minutes for most SMB support teams
Why it matters: High AHT indicates process inefficiency or knowledge gaps.
Average Resolution Time (ART)
Definition: Total elapsed time from ticket creation to resolution.
Formula: Sum of resolution times ÷ Number of resolved tickets
Benchmark: < 24 hours for standard tickets, < 4 hours for high-priority
Quality Metrics
Customer Satisfaction Score (CSAT)
Definition: Post-resolution survey score, typically on a 1–5 scale.
Formula: (Positive responses ÷ Total responses) × 100
Benchmark: > 80% positive (4 or 5 rating)
First Contact Resolution (FCR)
Definition: Percentage of tickets resolved in a single interaction without escalation.
Formula: (Tickets resolved on first contact ÷ Total tickets) × 100
Benchmark: > 70% for most support teams
Net Promoter Score (NPS)
Definition: Likelihood of customer recommending your business (0–10 scale).
Formula: % Promoters (9–10) − % Detractors (0–6)
Benchmark: > 30 is good, > 50 is excellent
Operational Metrics
SLA Compliance Rate
Definition: Percentage of tickets resolved within the agreed SLA timeframe.
Formula: (Tickets resolved within SLA ÷ Total tickets) × 100
Benchmark: > 90%
Escalation Rate
Definition: Percentage of tickets escalated to a higher tier or manager.
Formula: (Escalated tickets ÷ Total tickets) × 100
Benchmark: < 10%
Backlog Size
Definition: Number of open tickets older than your target resolution time.
Benchmark: < 5% of weekly ticket volume
Agent Utilisation Rate
Definition: Percentage of agent working hours spent on active ticket work.
Formula: (Active ticket time ÷ Total available hours) × 100
Benchmark: 70–80%
Channel & Cost Metrics
Channel Mix
Definition: Distribution of tickets by channel (email, WhatsApp, chat, phone).
Why it matters: Helps allocate agent training and tooling investment.
Channel Deflection Rate
Definition: Percentage of potential tickets resolved via self-service without agent involvement.
Formula: (Self-service resolutions ÷ (Self-service + Agent resolutions)) × 100
Benchmark: > 20% for teams with a knowledge base
Cost Per Ticket
Definition: Total support cost divided by number of tickets handled.
Formula: (Agent salaries + Tools + Overhead) ÷ Total tickets
Benchmark: ₹80–₹250 per ticket for Indian SMB support teams
Ticket Volume Trend
Definition: Week-over-week change in ticket volume.
Why it matters: Spikes indicate product issues or seasonal demand; sustained growth indicates need for capacity planning.
Repeat Contact Rate
Definition: Percentage of customers who contact support again within 7 days on the same issue.
Formula: (Repeat contacts ÷ Total contacts) × 100
Benchmark: < 10%
Why it matters: High repeat contact rate indicates poor first-contact resolution quality.