The metrics that measure response speed, resolution, and customer happiness
14 terms
A
2 terms
Agent Occupancy
Agent occupancy is the percentage of a support agent's logged-in, available time that is actually spent handling customer interactions, including active conversation time and after-contact work. It measures how busy agents are while on the clock and ready to take work.
support-metrics
Average Response Time
Average Response Time (ART) is a support metric measuring the mean time customers wait for an agent reply across all messages in a period, not just the first one. It is calculated as total wait time divided by the number of replies sent.
support-metrics
C
6 terms
Chat Abandonment Rate
Chat abandonment rate is the percentage of live-chat conversations that visitors start but leave before connecting with an agent or reaching a resolution. It is a support-quality metric that surfaces friction caused by long waits, confusing UX, or being ignored.
support-metrics
Chat Concurrency
Chat concurrency is the number of separate live-chat conversations a single support operator handles at the same time. It is both a real-time workload measure and a capacity-planning metric that trades agent efficiency against response quality.
support-metrics
Contact Rate
Contact rate is the share of a business activity that generates an inbound support contact, calculated by dividing total support contacts by a base unit such as orders, active users, or shipments. It measures how often using a product forces a customer to reach out for help.
support-metrics
Customer Effort Score (CES)
Customer Effort Score (CES) is a single-question survey metric that measures how much effort a customer had to expend to get an issue resolved, a question answered, or a task completed. The premise is that lower-effort interactions drive higher loyalty and retention.
support-metrics
Customer Retention
Customer retention is a company's ability to keep its existing customers over a defined period by driving repeat purchases, renewals, or continued use rather than losing them to competitors. It is most often quantified as a customer retention rate, the inverse of churn.
support-metrics
Customer Satisfaction Score (CSAT)
Customer Satisfaction Score (CSAT) is a support metric that measures how happy a customer is with a specific interaction, product, or service, usually captured by a short post-interaction survey. It is expressed as the percentage of respondents who rate their experience as satisfied or very satisfied.
support-metrics
R
2 terms
Resolution Time
Resolution time is the elapsed time from when a customer first raises an issue until that issue is fully resolved and the conversation or ticket is closed. It is also called time to resolution (TTR) or mean time to resolution (MTTR) when averaged across many cases.
support-metrics
Response Rate
Response rate is the percentage of inbound customer conversations that receive at least one human reply, calculated as answered conversations divided by total conversations over a period. It measures coverage (did anyone respond at all), not speed.
support-metrics
T
2 terms
Ticket Deflection
Ticket deflection is the share of potential support contacts that customers resolve on their own through self-service channels before a support ticket is ever created or a live agent is engaged. It is tracked as a support-metrics KPI that gauges how much demand a support team prevents rather than handles.
support-metrics
Ticket Volume
Ticket volume is the total number of support requests a team receives over a defined period, counting tickets, chats, or conversations across every channel. It is the core demand metric that drives staffing, capacity planning, and self-service investment.
support-metrics
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