Customer Support Metrics Glossary

Agent Reply Rate

Agent Reply Rate measures how frequently and consistently agents respond to customer messages within their assigned...

Agent Utilization

Agent Utilization measures the percentage of an agent’s available working time that is spent on active support...

Tickets per Agent

Tickets per Agent measures the number of support tickets each agent handles over a given time period. It’s a...

Touches per Ticket

Touches per Ticket measures the average number of interactions or exchanges required to resolve a support ticket....

Auto-Assignment Accuracy

Auto-Assignment Accuracy measures how often automated ticket routing sends conversations to the correct team, agent,...

Automated First Reply Rate

Automated First Reply Rate measures the percentage of new tickets that receive their initial response from an...

Bot Containment Rate

Bot Containment Rate tracks the percentage of conversations where a bot successfully handles the entire interaction...

Bot Resolution Rate

Bot Resolution Rate measures the percentage of customer conversations that a chatbot or automated system fully...

Suggested Article Acceptance Rate

Suggested Article Acceptance Rate tracks how often agents or customers select and use knowledge base articles when...

Backlog Burn-Down Rate

Backlog Burn-Down Rate is the rate at which you’re reducing your total backlog size over time. Positive burn-down...

Queue Velocity

Queue Velocity is the rate at which tickets move through a specific queue, measured as tickets completed per unit of...

Ticket Priority Distribution

Ticket Priority Distribution shows how your backlog or incoming tickets are spread across priority levels like...

Customer Effort Score (CES)

Customer Effort Score (CES) measures how easy it is for customers to get their issues resolved. Research shows that...

Customer Satisfaction (CSAT)

Customer Satisfaction (CSAT) is a metric that measures how satisfied customers are with a specific support...

Customer Retention

Customer Retention measures your ability to keep customers over time. In subscription and SaaS businesses, retention...

Net Promoter Score (NPS)

Net Promoter Score (NPS) measures customer loyalty by asking how likely customers are to recommend your company to...

Agent Concurrency

The number of tickets an agent actively works on simultaneously during a given time window. This measures...

Autoresponder Ratio

Autoresponder Ratio is the percentage of ticket replies sent by automated systems versus human agents. This measures...

Cost Per Resolution

Cost Per Resolution is the total operational expense divided by successfully resolved tickets only. Unlike cost per...

Group Reassignment Rate

Group Reassignment Rate is the percentage of tickets that get transferred from one support group or team to another....

Productivity Score

A composite metric combining multiple efficiency factors like tickets handled, resolution rate, reply speed, and...

Reassignment Rate

Reassignment Rate is the percentage of tickets that get reassigned from one agent to another during their lifecycle....

Replies Per Ticket

Replies Per Ticket is the average number of agent responses sent per ticket from first contact to closure. This...

Channel Mix

Channel Mix describes how customer support interactions are distributed across different communication channels —...

Cost per Ticket

Cost per Ticket measures the average cost to resolve a single customer support ticket. It’s a key operational metric...

Self-Service Rate

Self-Service Rate measures the percentage of customer issues resolved through self-service channels — knowledge...

Ticket Deflection

Ticket Deflection refers to strategies and mechanisms that prevent support tickets from being created by resolving...

Customer Churn Signal

Behavioral indicators in support data that suggest a customer may be at risk of canceling or leaving. Includes...

Customer Lifetime Tickets

Customer Lifetime Tickets is the total number of support tickets a customer has submitted since their first...

Customer Reopen Rate

The percentage of tickets that a customer manually reopens after they were marked as solved or closed. Tracks...

High-Touch Accounts

Customer organizations or accounts that generate significantly higher support volume than average, requiring...

Multi-Ticket Customers

Customers who have submitted more than one support ticket within a defined period, typically indicating ongoing...

Organization Health Score

Organization Health Score is a composite metric that evaluates the overall support relationship quality with a...

Organization Priority

Organization Priority is a classification system that assigns importance or urgency levels to customer organizations...

Repeat Contact Rate

Repeat Contact Rate is the percentage of tickets where a customer contacts support again about the same or related...

Requester Activity

Requester Activity is a measure of how frequently and recently a customer or requester has interacted with your...

Tickets Per Customer

Tickets Per Customer is the number of support tickets submitted by an individual customer or end user. It measures...

Tickets Per Organization

Tickets Per Organization is the total number of support tickets submitted by all users within a single organization...

SLA Compliance

SLA Compliance measures the percentage of support tickets that meet the targets defined in your Service Level...

Compliance Rate

Compliance Rate measures how consistently support interactions follow required policies, procedures, and regulatory...

Error Rate

Error Rate tracks the percentage of support interactions that contain mistakes, inaccuracies, or incorrect...

Escalation Quality

Escalation Quality measures how appropriately tickets are escalated to specialized teams or higher support tiers. It...

Escalation Rate

Escalation Rate measures the percentage of support tickets that need to be transferred to higher-tier support,...

First Contact Resolution (FCR)

First Contact Resolution (FCR) measures the percentage of customer issues that are completely resolved during the...

Reopen Rate

Reopen Rate measures the percentage of support tickets that are reopened after being marked as solved or closed....

Response Quality Score

Response Quality Score evaluates how effectively individual support responses address customer issues. It measures...

Sentiment Score

Sentiment Score uses text analysis to measure the emotional tone of customer messages or support interactions....

Help Center Article Views

The number of times individual help center articles are opened and viewed by users. Measures content-level...

Help Center Views

The total number of times users visit your help center or knowledge base, regardless of which articles they view....

Search-to-Ticket Ratio

The percentage of help center searches that result in a support ticket submission. Shows how often search fails to...

SLA Breach by Priority

SLA Breach by Priority is the breakdown of SLA compliance or breach rates segmented by ticket priority level such as...

Category Distribution

Category Distribution is the breakdown of tickets across your primary tags, categories, or issue types. It shows...

Custom Field Distribution

Custom Field Distribution shows how tickets are distributed across your custom fields beyond standard tags. It...

Issue Taxonomy

Your structured framework for categorizing and labeling support issues. Defines the hierarchy, tags, and...

Root Cause Tagging

Labeling tickets with the underlying cause of the issue, not just the symptom. Distinguishes between surface-level...

Tag Coverage Rate

Percentage of tickets that receive at least one tag or category label. Measures tagging discipline across your team....

Tag Volume Trend

Tag Volume Trend shows how tag volume changes over time for a specific label. It indicates whether an issue is...

Tag Co-occurrence

How often two or more tags appear together on the same ticket. Measures which issues tend to bundle or co-exist....

Tag-to-Resolution Time

Tag-to-Resolution Time is the average time to resolve tickets within a specific tag or category. It measures how...

Topic Clustering

Automated grouping of similar tickets based on content, keywords, or patterns. Uses text analysis to discover common...

Untagged Ticket Rate

Untagged Ticket Rate is the percentage of tickets that have no tags or category assignments. It is the inverse of...

Agent Touch Time

Agent Touch Time tracks the cumulative duration agents spend actively working on a ticket. This includes reading,...

Agent Wait Time

Agent Wait Time measures how long agents spend waiting for customer responses or external dependencies. This...

Average Handle Time (AHT)

Average Handle Time (AHT) measures the average total time an agent spends working on a single customer interaction,...

Average Resolution Time

Average Resolution Time is the mean duration across all resolved tickets in a given period. It smooths out...

Business Hours vs Calendar Hours

Business Hours vs Calendar Hours distinguishes between time measured during operational hours only versus continuous...

First Response Time (FRT)

First Response Time (FRT) measures the elapsed time between when a customer submits a support ticket and when they...

Handle Time

Handle Time measures the total duration an agent spends on a single interaction or ticket from start to finish. This...

Median First Reply Time

Median First Reply Time is the middle value when all first reply times are sorted from fastest to slowest. Unlike...

Next Reply Time

Next Reply Time specifically measures how long a customer waits for an agent’s subsequent response after the first...

Reply Time

Reply Time measures how long it takes for a support agent to respond to customer messages throughout a ticket...

Requester Wait Time

Requester Wait Time captures how long customers spend waiting for agent responses during the ticket lifecycle. It...

Resolution Time

Resolution Time measures the total elapsed time from when a support ticket is created until it’s fully resolved and...

Time to First Assignment

Time to First Assignment measures how long a ticket waits in the queue before an agent claims or is assigned to it....

Time to Close

Time to Close measures the duration from ticket creation to final closure, including any time spent in resolved or...

Archived Tickets

Tickets that have been moved to long-term storage and removed from active views. Archiving is typically done for...

Backlog

Backlog refers to the accumulation of unresolved support tickets that are awaiting attention from your support team....

Closed Tickets

Tickets that were moved to a closed or final state during a specific time period. Closed tickets are no longer...

Created Tickets

Tickets that were generated or originated during a specified time period. This is typically synonymous with new...

Deleted Tickets

Tickets that were permanently removed from the system during a specific time period. Deletion is typically reserved...

Merged Tickets

Tickets that were combined with other tickets during a specific time period. Merging consolidates duplicate reports...

Net Ticket Change

The difference between ticket inflow and outflow over a specific time period. A positive number means your backlog...

New Tickets

The count of tickets created during a specific time period that have never existed before. This excludes reopened or...

Open Tickets

Tickets that are currently active and have not been solved or closed. This includes new, in-progress, and pending...

Peak Hours

Peak hours are the time periods when your support team experiences the highest volume of incoming tickets or...

Pending Tickets

Tickets currently awaiting a response or action from the customer. These tickets are on hold because the support...

Reopened Tickets

Tickets that were previously solved or closed but were opened again during a specific time period. Reopens indicate...

Solved Tickets

Tickets that reached a solved or resolved state during a specific time period. The ticket may have been created...

Ticket Distribution

Ticket distribution describes how support tickets are spread across various dimensions — channels, categories, time...

Ticket Inflow

The rate at which new tickets enter your support system during a specific time period. This is typically synonymous...

Ticket Outflow

The rate at which tickets are solved or closed during a specific time period. This measures your team’s throughput...

Ticket Volume

Ticket volume refers to the total number of support tickets or requests received by your customer support team over...