Quality Metrics

Error Rate

Error Rate tracks the percentage of support interactions that contain mistakes, inaccuracies, or incorrect information. Errors can include wrong product information, incorrect troubleshooting steps, policy misapplication, or technical mistakes. This metric measures the accuracy dimension of support quality.

Why Error Rate Matters

Errors destroy customer trust and create repeat contacts. Error rate signals knowledge gaps, training needs, and documentation problems that need immediate attention.

How to Calculate

(Number of interactions with errors / Total interactions reviewed) × 100

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Related Metrics

Quality Assurance (QA) Score Reopen Rate Internal Quality Score (IQS) Compliance Rate
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