GITNUX MARKETDATA REPORT 2023
Must-Know Help Desk Metrics
Highlights: The Most Important Help Desk Metrics
- 1. First Response Time
- 2. Average Resolution Time
- 3. Ticket Volume
- 4. Ticket Backlog
- 5. Customer Satisfaction (CSAT) Score
- 6. First Contact Resolution Rate (FCR)
- 7. Escalation Rate
- 8. Abandoned Ticket Rate
- 9. Agent Utilization Rate
- 10. Response Consistency
- 11. Resolution SLA Compliance
- 12. Ticket Reopen Rate
- 13. Knowledge Base Usage
- 14. Agent Turnover Rate
- 15. Cost per Ticket
- 17. Peak Support Hours
- 19. Training Effectiveness
- 20. Ticket Category Analysis
Table of Contents
Help Desk Metrics: Our Guide
Measuring the success of your help desk is imperative to delivering incomparable customer service, and the way to do this is through carefully selected metrics. In this blog post, we will explore the most crucial help desk metrics that can effectively guide your customer service strategy. By understanding and monitoring these metrics, you can significantly improve your team’s performance, customer satisfaction rate, and ultimately, your business revenue.
First Response Time
The time taken for a support agent to provide the initial response to a customer’s request or issue.
Average Resolution Time
The average time it takes to resolve a customer’s issue from the time the ticket was created.
The total number of support tickets created within a specific time period.
The number of unresolved or pending support tickets at any given time.
Customer Satisfaction Score
A measure of a customer’s satisfaction with the support they received, usually collected through post-resolution surveys.
First Contact Resolution Rate
The percentage of support tickets resolved during the first interaction between support agent and customer.
The percentage of support tickets that need to be escalated to higher levels of support for resolution.
Abandoned Ticket Rate
The percentage of support tickets that are abandoned or closed by customers without resolution.
Agent Utilization Rate
The percentage of an agent’s time spent working on support tickets, as opposed to idle or non-support activities.
A measure of the variability in response times or quality of responses between different support agents.
Resolution SLA Compliance
The percentage of support tickets resolved within the Service Level Agreement (SLA) timeframes agreed upon with customers.
Ticket Reopen Rate
The percentage of support tickets that were reopened after being marked as resolved.
Knowledge Base Usage
A measure of how frequently customers and support agents utilize the self-help resources available in a help desk’s knowledge base.
Agent Turnover Rate
The rate at which support agents leave the help desk within a given time period.
Cost Per Ticket
The total cost of support operations divided by the number of tickets managed within a given period.
Frequently Asked Questions
What are help desk metrics, and why are they important?
What are some common help desk metrics to track for customer satisfaction?
How can Help Desk Metrics improve the overall support process?
How are Help Desk Metrics used to evaluate agent performance?
Can Help Desk Metrics help in identifying trends and potential issues?
How we write these articles
We have not conducted any studies ourselves. Our article provides a summary of all the statistics and studies available at the time of writing. We are solely presenting a summary, not expressing our own opinion. We have collected all statistics within our internal database. In some cases, we use Artificial Intelligence for formulating the statistics. The articles are updated regularly. See our Editorial Guidelines.