πŸ“ŠStaff 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.

πŸ‘€ Staff KPIs

🎯 Your targets (rolling weekly):

  • First Response Time (FRT): ≀ 6 minutes

  • Resolution Time: ≀ 35 minutes

  • CSAT (Customer Satisfaction): β‰₯ 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).

βœ… Example:

  • You clock in at 14:00.

  • Ticket arrives at 14:05.

  • You reply at 14:08 β†’ FRT = 3 min βœ…

  • You close at 14:30 β†’ Resolution = 22 min βœ…

Last updated