Metrics
The average amount of time an agent spends on a customer interaction, including talk time, hold time, and after-call work
What is the average handle time?
How likely are you to recommend us to a friend?
NPS
A very well-used metric in customer service despite often having an insignificant sample size
What is CSAT
The number of users who use self-service resources to solve an issue divided by the number of users who submit a ticket for assistance.
The percentage of customer issues resolved successfully during their initial interaction with a support agent.
FCR - First Contact Resolution or 1 touch ticket
The percentage of the total reviews that meet and exceed the baseline score. By default, Zendesk uses a baseline score of 80%
What the pass rate of Zendesk IQS (Internal Quality Score)