Reporting Formulas
Reporting formulas are essential for calculating various business metrics that provide valuable insights to the decision makers about performance, success, and failure of critical processes. In this document, we will highlight the formulas used to compute such metrics.
Metrics | Formula | Use case |
Ticket assignment | Ticket assignment = System time - Agent time | A support manager can look at how long it takes to assign tickets to find any delays in both the manual and automatic ticket assignment process. If they spot any issues, they can create plans to make ticket routing faster and more efficient. |
Average handling time | Average handling time = Total time taken by agent for handling tickets / number of tickets handled by agent | A support manager can review AHT to assess overall agent performance. If the AHT is high, it may indicate that agents require additional training or support tools. |
System response time | System response time = (duration between the earliest customer responded time/ticket opened time / agent replied time) - duration of the ticket in Closed status. | A support manager can monitor the system response time to identify any delays in sending automated replies. A trend of slow response times may need optimization. The system response time also includes the duration in which the ticket was on hold. |
First system response time | First system response time = (duration between the earliest customer responded time/ticket opened time/very first agent replied time) - duration of the ticket in Closed status. | The customer experience team can analyze the first system response time to assess the promptness of initial interactions. Improving this metric could lead to higher customer satisfaction scores. |
System resolution time | System resolution time = Ticket closed time - ticket created time - duration of the ticket in Closed status. | Support managers can track how efficiently issues are being resolved. Long resolution time would indicate adjustments to the existing process and optimization of ticket allocation. |
Agent resolution time | Agent resolution time = The time when a ticket is closed - the time at which the ticket got assigned to that agent - the duration of the ticket in Closed status and On Hold status. | Team leads can analyze agent performance to identify the high-performers and those who require additional support or training. This helps in recognizing and rewarding top performers. |
Agent response time | Agent response time = Duration between the agent responded time - the recent time the ticket was assigned to that agent or the earliest customer query that is still awaiting a response - the duration of the ticket in Closed status and On Hold status. | A manager can analyze the time taken by the agents to reply to customer inquiries. Slow trend can indicate training or review of workload management. |
First agent response time | First agent response time = Duration between the very first agent responded time - the recent time the ticket was assigned to that agent or the earliest customer query that is still awaiting a response - the duration of the ticket in Closed status and On Hold status. | The customer service team analyzes the first agent response time to enhance First Contact Resolution Rates. Higher resolution rates can increase customer satisfaction and reduce the necessity for follow-up interactions. |
Team resolution time | Team resolution time = Team ticket closed time - ticket assigned time - duration of the ticket in Closed status + On Hold status. | A team lead can assess the team's resolution time to measure the overall team's performance. |
Response violation | Response violation = Time of reply - Response due date | Support teams can review response violations to ensure adherence to service level agreements. |
Resolution violation | Resolution violation = Ticket closed time - Due date | Support teams can review resolution violations to ensure adherence to service level agreements. |
Response SLA success time | Response SLA success time = Response due date - Agent replied time | A performance analyst tracks successful response SLA time to celebrate achievements and identify best practices among top-performing agents. |
Resolution SLA success | Resolution SLA success time = Due date - ticket closed time. | A team monitors the Resolution SLA success to assess and refine the overall service effectiveness and customer satisfaction. |
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