Agent Adherence To Schedule %
The percentage of time agents adhere to their planned work schedules.
45+ Customer Service KPI Examples
Evaluate your customer satisfaction rates, response times, and ticket resolutions.
Most Popular Customer Service KPIs
Agent Email Handling Time time
The average time an agent spends on an email, from reading it to sending a response.
Agent Satisfaction Rate score
The level of satisfaction agents express about their roles, usually gathered through regular surveys.
Agent Utilization Rate %
The percentage of an agent's working time that is spent handling customer interactions.
Average After Call Work Time time
The average time an agent spends on tasks related to the call (e.
Comprehensive List of Customer Service KPIs
Call Centre
Agent Adherence To Schedule %
The percentage of time agents adhere to their planned work schedules.
Average After Call Work Time time
The average time an agent spends on tasks related to the call (e.
Average Call Handling Time time
The average duration taken by an agent to handle a call from start to finish.
Average Cost per Call $
The average cost incurred by the call center for handling a single call.
Call Abandonment Rate %
The percentage of incoming calls that are abandoned by the caller before connecting to an agent.
Call Resolution Rate %
The percentage of calls where the customer's issue is resolved in a single interaction.
Call Service Level %
The percentage of calls answered within a predefined threshold time.
Call Transfer Rate %
The percentage of calls that are transferred to another agent or department.
Call Volume #
The total number of incoming calls to the call center within a given time frame.
Completion Call Rate %
The percentage of calls that are successfully completed without being abandoned or disconnected.
Peak Hour Call Traffic #
The maximum number of calls received in any given hour of operation.
Chat-Based Customer Support
Average Chat Duration time
The average time taken to complete a chat session with a customer, in minutes.
Chat Abandonment Rate %
The percentage of chat sessions initiated by customers that are ended before a resolution.
Chat Completion Rate %
The percentage of chat sessions that reach a resolution compared to those initiated.
Chat Engagement Rate %
The percentage of website visitors or app users who engage in a chat session.
Chat Resolution Time time
The average time taken to resolve a customer's issue or query during a chat session, in minutes.
Chat Transfers #
The number of times a chat session is transferred from one agent to another.
Chat Volume #
The total number of chat sessions initiated within a given time frame.
Chatbot Resolution Rate %
The percentage of chat sessions handled and resolved solely by chatbots without human intervention.
Concurrent Chats Per Agent #
The average number of chat sessions an agent handles simultaneously.
Missed Chats #
The number of chat sessions initiated by customers that received no response from an agent.
Efficiency Metrics
Agent Satisfaction Rate score
The level of satisfaction agents express about their roles, usually gathered through regular surveys.
Agent Utilization Rate %
The percentage of an agent's working time that is spent handling customer interactions.
Average Resolution Time time
The average time taken to resolve a customer's issue from the moment it was raised.
Average Resolution Time time
The average time taken to resolve a customer's issue from the moment it was raised.
Average Wait Time Before Connecting To An Agent time
The average duration a customer waits in a queue before being connected to a service agent.
Escalation Rate %
The percentage of customer service requests that are escalated to higher-level support tiers or management.
First Contact Resolution Rate %
Percentage of customer service interactions that resolved the customer's issue or concern in the initial contact.
First Response Time time
First Response Time is the average amount of time it takes for a customer to receive the first human response to their inquiry.
Hours of 1 on 1 coaching time per agent time
Average number of hours each agent spends in one-on-one coaching or training sessions over a specific period.
On-Time Response Rate %
Percentage of customer service requests that were addressed within a predefined acceptable time frame.
Email-Based Customer Support
Agent Email Handling Time time
The average time an agent spends on an email, from reading it to sending a response.
Email Backlog #
The number of unresolved or unopened emails at any given time.
Email Case Reopen Rate %
The percentage of email cases that were marked as resolved but had to be reopened due to the issue not being adequately addressed.
Email Template Usage Rate %
The percentage of emails sent using predefined templates versus manually written emails.
Email Volume #
Email Volume measures the number of emails or inquiries your team receives via email during a specific time period.
Emails Per Resolution #
The average number of email interactions required to resolve a customer's issue.
Internal Response Time time
The average time taken for one support agent to respond to another agent's internal query or request related to an email case, in minutes.
Missed Emails #
The number of customer emails that were overlooked or not responded to.
Proactive Emails Sent #
The number of emails sent to customers proactively, not as a direct response to a customer's email.
Reply-to-Resolve time
The average time it takes from the initial customer email to the resolution of their query or issue (hours or days).
Satisfaction Metrics
Complaint Resolution Satisfaction Rate %
The percentage of customers who, after making a complaint, were satisfied with how the company addressed the issue.
Complaints Received #
The number of complaints lodged by customers within a given time frame.
Compliments Received #
The number of positive feedbacks or compliments received from customers about a service or product.
Customer Callbacks #
The number of times customers request a callback after an initial service interaction.
Customer Satisfaction Score (CSAT) score
Measures the average satisfaction of customers with a particular experience, usually on a scale from 1 (very unsatisfied) to 5 (very satisfied).
Customer Support Agent Feedback score
The average feedback score or rating received specifically for the support agent’s performance.
Customers With Service Level Agreements in Place #
The number of customers who have a formal service level agreement (SLA) set with the company.
Rate of Customers Given Satisfaction Surveys %
The percentage of customers who are provided with a satisfaction survey post-interaction.