Track the right few metrics, publish them, and tie them to action plans. Here's what matters.
Core Metrics
- MTTR: Time from ticket open to resolved. Segment by severity.
- First-Contact Resolution: Percentage solved on the first touch—drive knowledge articles and better intake forms.
- CSAT: Short, two-question survey after closure; track by agent and category.
Operational Guardrails
- Clear severity matrix and response targets (P1 within 15 mins, etc.).
- Standard triage script; route security issues to the SOC immediately.
- Weekly review of aged tickets; auto-escalate when SLA breach nears.
Reporting Rhythm
- Daily: queue health (new, in-progress, breaches).
- Weekly: MTTR/FCR trends, top 5 issue categories, agent load.
- Monthly: CSAT, root-cause breakdown, action items with owners.
Need SLA dashboards?
We instrument your tools to track MTTR, FCR, and CSAT automatically and surface breaches fast.
Build my dashboard