Agent Wait Time (Calendar) is the total combined time a ticket was in the pending status. Not to be confused with user-facing metrics such as First Response Time or Resolution Time, Agent Wait time measures the time the support agent has to wait between interactions. Task switching and waiting for replies is an inevitable part of the job but, the longer an agent has to wait for a reply, the less efficient and effective they will be at solving the problem.

Average Speed to Answer (ASA) is the average amount of time taken for a call centre agent to answer an inbound customer call, including time spent waiting in a queue. It excludes time spent navigating an IVR system. This metric one of the most important signals tied to customer satisfaction.

Call Volume is the count of both incoming and outgoing calls handled. It can be used to measure the number of incoming calls to a Customer Support organization, outgoing calls from a Sales team, calls queued to an Automatic Call Distribution (ACD) service, and dropped calls. Tracking this metric helps you determine required staffing levels and understand customer behaviour.

Call-in Rate is the average number of inbound calls received per paid user of a product or service. It is used to monitor changes in call volumes, which can be an early warning sign of product or service issues, and even potential churn.

The Cost Of Goods Sold (COGS) is the measure of direct costs incurred by a company to manufacture or deliver their product or service. Costs typically include raw material and direct labour, but this varies from business to business, depending on the products or services that are being sold. COGS is the building block to understanding Gross Margin and Gross Margin Percent.

Customer Effort Score (CES) is a measure of how easy or difficult it is for customers to interact with your company, for example, to make a purchase, to access a free trial, to resolve a problem, to navigate your website, or to get something done in your product. It’s measured by surveying customers after a specific interaction, and asking them to rate how easy or difficult it was to do what they wanted to do. Examples of difficult or high-effort interactions are ones that add friction for customers, for example, making them repeat information, interact with multiple people or screens, or wade through generic content to find information relevant to them.

A Customer Health Score is a single, calculated number that reflects a customer’s health across multiple dimensions. By monitoring Customer Health Scores, you can detect early signals of increased friction or declining customer engagement. You can also identify highly engaged and loyal clients, who would make excellent advocates.

First Contact Resolution Rate (FCR Rate) is the percentage of customer contacts that are resolved on the first interaction with the customer. If a customer's issue can be resolved on the first contact, it eliminates the need for either the agent or the customer to follow up.

First Contact Resolution Tickets is the count of customer tickets that are marked as solved by agents on the first attempt. Whether it's a single phone call, a chat conversation or an email response - the customer leaves happy and so does your staff!

First Response Time (FRT) is the average amount of time an agent takes to provide an initial response to a customer inquiry or support ticket. The speed at which you acknowledge a customer's question is a reflection of your commitment to customer satisfaction and the maturity and efficiency of your call centre.

Full Resolution Time is the time duration between the ticket creation date and the ticket solved or closed date. Along with a solution that helps the customer and solves the problem, the less time it takes to get to a resolution is good for you and good for the customer. Resolution time is usually measured in hours or days.

Requester Wait Time (Calendar) is the total combined time a ticket was in the new, open, and on-hold statuses. This number is measured only after a ticket's status changes to pending, solved, or closed. Unlike Full Resolution Time, Requester Wait Time does not take into account pending time – the status set when a ticket is waiting for an answer from the requester.