Support Metrics Explained
Plain definitions of the support metrics teams are measured on — first response time, CSAT, deflection rate and resolution time — with formulas and benchmarks.
Every support team is measured on numbers somebody else defined. This is where each of those numbers is written out plainly: what it actually counts, the formula behind it, and the range a team of your size should expect to see.
The definitions here are the ones we use in our own reporting, so they match what you would see inside Chatdrill. Where a benchmark is contested, or depends on how a team counts, we say so rather than printing one number and calling it settled.
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