Support Ops

Below is a list of all pages that have been tagged with Support Ops. Click the page name to open its page:

Page	Description
Average Resolution Time	Average Resolution Time (ART) measures the average amount of time it takes to fully resolve a customer issue or support ticket from the moment it is raised to when it is marked as resolved.
Complaints Resolved	Complaints Resolved refers to the number or percentage of customer complaints that have been successfully addressed and resolved within a given timeframe.
Cost per Resolution	Cost per Resolution (CPR) refers to the total cost incurred to resolve a customer issue or complaint.
Cost Per Ticket	Cost Per Ticket (CPT) measures the average cost incurred by a business to resolve a single customer support ticket.
Customer Support Tickets	Customer Support Tickets is a classification metric that organizes customer support inquiries into predefined categories, such as technical issues, billing problems, product questions, or feature requests.
Escalation Rate	Escalation Rate measures the percentage of customer support cases or issues that are escalated to a higher level of support, such as specialized teams, managers, or senior agents.
First Contact Resolution	First Contact Resolution (FCR) measures the percentage of customer inquiries or issues resolved on the first interaction with customer support, without requiring follow-up actions or additional contacts.
First Response Time	First Response Time (FRT) is the average time it takes for a customer support team to provide an initial response to a customer inquiry.
Rate of Escalation to Higher Support Tiers	Rate of Escalation to Higher Support Tiers measures the percentage of customer support issues that require escalation from lower-tier support (e.
Resolution Time	Resolution Time measures the amount of time it takes to resolve a customer issue or ticket from the moment it is raised to when it is marked as resolved.
Ticket Volume	Ticket Volume is the total number of customer support tickets created within a specific timeframe.
Time to Resolution	Time to Resolution (TTR) measures the average time it takes for a support team to fully resolve a customer inquiry, issue, or ticket.