First Contact Resolution (FCR)

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.

First Response Time (FRT)

First Response Time (FRT) is the elapsed time between a customer's first message in a conversation and the first human reply from a support agent. It measures how quickly your team acknowledges an inbound request, not how long it takes to resolve it.

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.

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.

Escalation

Escalation is the process of moving a customer issue from a first-line agent to someone with more seniority, authority, or specialized expertise when it cannot be resolved at the current level. It routes the conversation to the person best equipped to solve it, rather than leaving it stuck.

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.