Key Metrics for Support Teams
Understanding your support team's performance starts with tracking the right metrics. Here are the essential KPIs every manager should monitor.
First Response Time (FRT)
How quickly your team acknowledges a new ticket. Industry benchmark: under 1 hour for email, under 1 minute for live chat.
Customer Satisfaction (CSAT)
Direct feedback from customers after each interaction. Target a score above 90% and investigate any dips immediately.
Resolution Time
The total time from ticket creation to resolution. Track this by priority level — critical issues should be resolved faster.
Ticket Volume Trends
Monitor incoming ticket volume by channel, category, and time. Spikes can indicate product issues or seasonal patterns.
Building Dashboards
Use Muwakil Desk's built-in analytics to create real-time dashboards. Share them with your team so everyone stays aligned on goals.