📈Manager/Admin KPIs

👑 Manager / Admin KPIs

🎯 Your team’s weekly targets:

• Average FRT: ≤ 6 minutes

• Average Resolution: ≤ 35 minutes

• Team CSAT: ≥ 90%

• Idle Tickets: 0 during checkpoints

⚖️ Manager focus is 100% team performance, not personal ticket count.

📝 Weekly reporting: Every Sunday, Managers & Support Admins must report:

• Best staff member (top CSAT / fastest resolution)

• Weakest staff member (with training action plan)

• Any escalations / rule issues