Support Metrics Dashboard Template

Support Metrics Dashboard Template

Core KPIs

1. First Response Time (FRT)

Definition: Time between when a customer submits a request and when they receive the first human response (auto-replies don't count).

Formula: FRT = Timestamp of first agent response - Timestamp of ticket creation

Targets:

Channel	Target	Best-in-Class
Live Chat	< 1 minute	< 30 seconds
Email	< 2 hours	< 1 hour
Phone	< 30 seconds	< 15 seconds
Social Media	< 1 hour	< 30 minutes

Report as: Median FRT (not average — outliers skew averages)

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2. Average Resolution Time (ART)

Definition: Time from ticket creation to final resolution (ticket marked as solved).

Formula: ART = Average of (Resolution timestamp - Creation timestamp) for all resolved tickets

Targets:

Priority	Target
P1 (Critical)	< 4 hours
P2 (High)	< 8 hours
P3 (Medium)	< 24 hours
P4 (Low)	< 72 hours

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3. Customer Satisfaction Score (CSAT)

Definition: Percentage of customers who rate their support experience as positive (4 or 5 on a 5-point scale).

Formula: CSAT = (Number of 4-5 ratings / Total ratings) x 100

Targets:

• Minimum: 85%
• Target: 90%
• Best-in-class: 95%+

Track: Response rate (aim for 20%+), score by agent, score by channel, score by issue type

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4. First Contact Resolution (FCR)

Definition: Percentage of tickets resolved in a single interaction (no reopens, no follow-ups needed).

Formula: FCR = (Tickets resolved in one interaction / Total tickets) x 100

Targets:

• Minimum: 65%
• Target: 75%
• Best-in-class: 85%+

Note: High FCR correlates strongly with high CSAT. Prioritize this metric.

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5. Ticket Volume & Trends

Metrics to track:

Metric	What It Tells You
Total tickets/week	Demand and capacity needs
Tickets by channel	Where customers prefer to reach you
Tickets by category	What customers need help with most
Tickets by hour/day	When to staff up or down
New vs. reopened	Quality of first resolutions

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6. Agent Utilization

Definition: Percentage of an agent's available time spent handling tickets.

Formula: Utilization = (Time spent on tickets / Total available time) x 100

Targets:

• Chat agents: 60-75% (higher leads to burnout)
• Email agents: 70-85%
• Phone agents: 65-80%

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7. Net Promoter Score (NPS)

Definition: Likelihood of customers recommending your company, measured on a 0-10 scale.

Formula: NPS = % Promoters (9-10) - % Detractors (0-6)

Targets:

• B2B SaaS average: 30-40
• Good: 50+
• World-class: 70+

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8. Customer Effort Score (CES)

Definition: How easy it was for the customer to resolve their issue, measured on a 1-7 scale.

Formula: CES = Average score across all responses

Targets:

• B2B SaaS average: 5.5
• Target: 6.0+
• Best-in-class: 6.5+

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Weekly Report Template

Week of [Date Range]

Executive Summary: [2-3 sentences: What happened this week? Any notable trends or incidents?]

Metric	This Week	Last Week	Change	Target	Status
Total Tickets
Median FRT				< 2 hrs
Avg Resolution Time				< 24 hrs
CSAT				90%
FCR				75%
SLA Compliance				95%
Backlog				< 20

Status legend: On Target / At Risk / Missed

Top Issues This Week:

1. [Issue category] — [X tickets] — [Trend: up/down/stable]
2. [Issue category] — [X tickets]
3. [Issue category] — [X tickets]

Notable Incidents:

• [Date]: [Brief description and impact]

Team Performance:

Agent	Tickets	FRT	CSAT	FCR
[Name]
[Name]
[Name]

Action Items:

• [Action from this week's data]
• [Action from this week's data]

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Monthly Report Template

[Month Year]

Include everything from the weekly template, plus:

Month-over-Month Trends:

• Ticket volume trend (chart)
• CSAT trend (chart)
• FRT trend (chart)
• Top 5 ticket categories with volume changes

Capacity Planning:

• Current tickets per agent per day: [X]
• Recommended team size for next month: [X]
• Hiring needs: [None / +1 L1 / +1 L2]

Process Improvements Implemented:

• [What changed and its impact]

Knowledge Base Impact:

• New articles published: [X]
• Top-viewed articles: [list]
• Estimated ticket deflection: [X%]

Goals for Next Month:

1. [Specific, measurable goal]
2. [Specific, measurable goal]
3. [Specific, measurable goal]