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Triage Team metrics and KPIs

What are Triage Team metrics?

Finding the right Triage Team 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 Triage Team 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 Triage Team metrics and KPIs

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

    Ideas 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%

    Ideas 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%

    Ideas 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

    Ideas 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

    Ideas 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
efficiencysatisfactiontechniciancustomer-supporttriage-teamsupport-team
Implement these metrics

Tracking your Triage Team metrics

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

Setting good strategies is only the first challenge. The hard part is to avoid distractions and make sure that you commit to the plan. A simple weekly ritual will greatly increase the chances of success.

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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