Browse KPI formulas
Each page includes a business formula, Excel formula, example table, and reporting tips.
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Ticket Resolution Time
Total Time to Resolve / Resolved Tickets
📊First Contact Resolution Rate
Resolved on First Contact / Total Tickets
📊Customer Satisfaction Score
Positive Responses / Total Responses
📊Net Promoter Score
Promoter % - Detractor %
📊Ticket Backlog
Open Tickets at Period End
📊SLA Compliance Rate
Tickets Met SLA / Total Tickets
📊Average Handle Time
Total Handle Time / Number of Contacts
📊Escalation Rate
Escalated Tickets / Total Tickets
📊Reopen Rate
Reopened Tickets / Closed Tickets
📊Support Cost per Ticket
Support Cost / Number of Tickets