📊Staff KPIs

Why this matters KPIs (Key Performance Indicators) are how we measure support quality. They keep things fair, motivate staff, and make sure customers get a consistent, pro experience.

👤 Staff KPIs

🎯 Your targets (rolling weekly):

• First Response Time (FRT): ≤ 6 minutes

• Resolution Time: ≤ 35 minutes

• CSAT (Customer Satisfaction): ≥ 90% positive

• Idle Tickets: 0 left unattended during your shift

⚡ How they’re tracked:

• Bot timestamps your clock-in, first reply, and resolution.

• CSAT is pulled from customer ratings after tickets close.

• Idle is checked at shift checkpoints (every ~30 mins).

✅ Example:

• You clock in at 14:00.

• Ticket arrives at 14:05.

• You reply at 14:08 → FRT = 3 min ✅

• You close at 14:30 → Resolution = 22 min ✅