Ensuring timely issue triage is a crucial plan focused on improving the efficiency of triage and routing processes. Key metrics like Average Triage Time and the Percentage of Issues Triaged Within 2 Hours help in monitoring the speed of issue assessment and allocation. This ensures that issues are quickly directed to the right technicians, minimizing delays and enhancing responsiveness.
The First Contact Resolution Rate is another important metric, as it reflects the ability to resolve issues without follow-up, thereby improving customer satisfaction and reducing workload. Additionally, the Customer Satisfaction Score evaluates the overall customer experience during the triage process, highlighting areas for improvement in communication and service. Monitoring the Backlog of Untriaged Issues helps identify and rectify bottlenecks, ensuring issues are addressed within a set timeframe.
These metrics are important because they provide measurable goals and benchmarks that drive the performance of support teams. By achieving these benchmarks, organizations can enhance customer satisfaction, improve team efficiency, and maintain a streamlined support process.
Top 5 metrics for Triage and routing efficiency
1. Average Triage Time
The average time taken to assess and assign issues to a technician
What good looks like for this metric: 2 hours
How to improve this metric:- Implement automated ticketing system
- Train staff on swift issue identification
- Set clear prioritisation guidelines
- Regularly review triage processes
- Maintain an up-to-date technician skillset directory
2. Percentage of Issues Triaged Within 2 Hours
The proportion of issues that are assessed and routed within the two-hour goal
What good looks like for this metric: 90%
How to improve this metric:- Utilise time-tracking software
- Analyse bottlenecks in the triaging process
- Provide incentives for fast triaging
- Allocate sufficient resources during peak times
- Conduct regular training sessions
3. First Contact Resolution Rate
The percentage of issues resolved without the need for additional follow-up
What good looks like for this metric: 75%
How to improve this metric:- Expand technician training programmes
- Increase accessibility of status updates
- Improve communication between teams
- Ensure access to comprehensive knowledge base
- Implement real-time support tools
4. Customer Satisfaction Score
The average satisfaction score given by customers regarding the triage process
What good looks like for this metric: 4 out of 5
How to improve this metric:- Gather regular feedback from customers
- Reduce hold and transfer times
- Provide clear status updates
- Streamline communication channels
- Customise support to match customer needs
5. Backlog of Untriaged Issues
The number of issues that remain unresolved or unassigned past the two-hour window
What good looks like for this metric: 5 or fewer issues
How to improve this metric:- Regular audits of untriaged issues
- Enhance staffing levels during peak times
- Integrate advanced triage software
- Develop a quick response task force
- Set up alerts for untriaged issues
How to track Triage and routing efficiency metrics
It's one thing to have a plan, it's another to stick to it. We hope that the examples above will help you get started with your own strategy, but we also know that it's easy to get lost in the day-to-day effort.
That's why we built Tability: to help you track your progress, keep your team aligned, and make sure you're always moving in the right direction.
Give it a try and see how it can help you bring accountability to your metrics.
