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Help Desk Agent metrics and KPIs

What are Help Desk Agent metrics?

Finding the right Help Desk Agent metrics can be daunting, especially when you're busy working on your day-to-day tasks. This is why we've curated a list of examples for your inspiration.

Copy these examples into your preferred tool, or adopt Tability to ensure you remain accountable.

Find Help Desk Agent metrics with AI

While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI metrics generator below to generate your own strategies.

Examples of Help Desk Agent metrics and KPIs

Metrics for Help Desk Performance Tracking

  • 1. Average Ticket Resolution Time

    The average time taken to resolve a ticket from the moment it's opened until it's closed. This measures efficiency in handling support requests.

    What good looks like for this metric: 24 hours or less

    Ideas to improve this metric
    • Automate repetitive tasks
    • Improve staff training
    • Streamline ticket prioritisation
    • Use performance-boosting software
    • Implement a robust knowledge base

  • 2. First Contact Resolution Rate

    The percentage of tickets resolved during the initial contact with the help desk. A high rate indicates effective support processes.

    What good looks like for this metric: 70-75%

    Ideas to improve this metric
    • Equip staff with decision-making power
    • Enhance customer service scripts
    • Provide ongoing training
    • Utilise integrated support tools
    • Conduct regular process reviews

  • 3. Customer Satisfaction Score (CSAT)

    A measure of customer satisfaction with the resolution of their support tickets, often gathered via surveys after ticket closure.

    What good looks like for this metric: 85% or higher

    Ideas to improve this metric
    • Conduct feedback analysis
    • Enhance communication channels
    • Personalise support interactions
    • Reduce wait times
    • Regular staff empathy training

  • 4. Ticket Volume Per Channel

    Tracking the number of tickets received via each support channel (e.g., email, phone, chat) helps understand customer preferences.

    What good looks like for this metric: Balanced distribution across channels

    Ideas to improve this metric
    • Promote diverse contact options
    • Evaluate efficiencies of each channel
    • Optimise routing based on traffic
    • Balance workforce allocation
    • Improve multi-channel integration

  • 5. Backlog Ratio

    The ratio of unresolved tickets at any time, measuring how well the help desk manages its workload.

    What good looks like for this metric: 10% or lower

    Ideas to improve this metric
    • Implement extra shifts during peak times
    • Regularly review and close stale tickets
    • Prioritise high-impact cases
    • Automate low-priority ticket handling
    • Improve resource planning
efficiencycustomer-satisfactionhelp-desk-agentcustomer-service-managerit-support-teamcustomer-service-team
Implement these metrics

Tracking your Help Desk Agent metrics

Having a plan is one thing, sticking to it is another.

Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to keep your strategy agile – otherwise this is nothing more than a reporting exercise.

A tool like Tability can also help you by combining AI and goal-setting to keep you on track.

Tability Insights DashboardTability's check-ins will save you hours and increase transparency

More metrics recently published

We have more examples to help you below.

Planning resources

OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:

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