Step 1 of 4
Learn
Before you start
By the end of this lesson you will be able to:
- Understand common support metrics.
- Distinguish speed from quality.
- Use simple metrics to understand workload.
- Recognize why one metric can create bad behavior.
- Connect ticket quality to customer outcomes.
Key idea
A fast response is useful only if it is accurate and moves the case toward resolution.
Learn
Common support metrics
| Metric | Meaning |
|---|---|
| First response time | Time customers wait for the first response |
| Resolution/handle time | Time needed to handle or resolve a case |
| First contact resolution | Cases resolved without additional contacts |
| CSAT | Customer satisfaction after an interaction |
| Backlog | Open cases awaiting action |
| Escalation rate | Share of cases moved to another level/team |
Practice → Decide
What happens when only one metric counts?
A support team is measured only on First Response Time — nothing else.
What's a likely unintended consequence?
Apply
Work sample: Support Scorecard
| Metric | This week | Last week |
|---|---|---|
| First response time | 4.2 hrs | 2.1 hrs |
| Resolution time | 1.1 days | 1.3 days |
| First contact resolution | 61% | 74% |
| CSAT | 88% | 91% |
| Backlog | 47 open | 22 open |
| Escalation rate | 9% | 6% |
Review this fictional weekly data, then fill in your analysis.
💾 Save your work now. Copy this scorecard into a Google Doc — that's part of your starter portfolio.
Preview / export
✓ Lesson 10 Processed
Nice work.
You've practiced reading support data for what it actually shows — strengths and concerns together, plus what's still missing before jumping to conclusions.