1. Average Tickets Resolved
Description
The Average Tickets Resolved KPI measures the number of support tickets an employee resolves per day. This helps assess an employee’s efficiency in handling customer issues and maintaining workflow productivity.
Formula
Average Tickets Resolved = Total Tickets Resolved / Number of Working Days
Example Calculation
Assume an employee resolves tickets over a week:
| Date | Tickets Resolved |
|---|---|
| 2024-09-16 | 6 |
| 2024-09-17 | 5 |
| 2024-09-18 | 7 |
| 2024-09-19 | 8 |
| 2024-09-20 | 4 |
| Total | 30 |
If the employee worked for 5 days:
Average Tickets Resolved = 30 / 5 = 6 tickets per day
This means the employee, on average, resolves 6 tickets per day.
2. First Call Resolution (Average)
Description
The Average First Call Resolution (FCR) KPI measures the percentage of tickets resolved by an employee during the first interaction with the client. This metric indicates efficiency and customer satisfaction, as resolving issues on the first attempt minimizes follow-ups.
Formula
First Call Resolution Rate = (Count of Tickets Resolved on First Call / Total Tickets Resolved) × 100
Example Calculation
Assume an employee resolves a number of tickets over a week, and some are resolved on the first call:
| Date | Tickets Resolved | Resolved on First Call |
| 2024-09-16 | 6 | 4 |
| 2024-09-17 | 5 | 3 |
| 2024-09-18 | 7 | 5 |
| 2024-09-19 | 8 | 6 |
| 2024-09-20 | 4 | 2 |
| Total | 30 | 20 |
FCR Rate = (20 / 30) × 100 = 66.7%
This means the employee resolves 66.7% of tickets on the first call, reducing follow-ups and improving customer satisfaction.
3. Late Time Entry
Description
The Late Time Entry KPI tracks the number of instances where an employee logs work hours later than the allowed time threshold. Ensuring timely time entries is crucial for accurate billing and reporting.
Formula
Late Time Entry = Count of Time Entries where (Date Entered - End Time) > Configured Limit
Example Calculation
Assume a company has a 15-minute threshold for logging time. An employee logs their work hours for different tickets as follows:
| Date | Tickets Worked | Time Entry Late (>15 mins) |
| 2024-09-16 | 6 | 2 |
| 2024-09-17 | 5 | 1 |
| 2024-09-18 | 7 | 3 |
| 2024-09-19 | 8 | 2 |
| 2024-09-20 | 4 | 1 |
| Total | 30 | 9 |
This means the employee has 9 late time entries for the week.
4. Productive Time
Description
The Productive Time KPI measures the percentage of an employee's working hours spent on billable tasks. This helps evaluate how effectively employees utilize their available work hours.
Formula
Productive Time (%) = (Billable Hours Worked / Daily Capacity) × 100
Example Calculation
| Employee | Billable Hours Worked | Daily Capacity (Hours) | Productive Time (%) |
| John | 7 | 8 | (7/8) × 100 = 87.5% |
| Sarah | 6 | 8 | (6/8) × 100 = 75% |
| David | 8 | 8 | (8/8) × 100 = 100% |
This means John spent 87.5% of his time on billable tasks, Sarah spent 75%, and David fully utilized his workday (100%).
5. Ticket Same Day Close Rate
Description
This KPI measures the percentage of tickets that are opened and closed on the same day, indicating efficiency in ticket resolution.
Formula
Ticket Same Day Close Rate = (Tickets Closed Same Day / Tickets Opened) × 100
Example Calculation
| Employee | Tickets Opened | Tickets Closed Same Day | Same Day Close Rate (%) |
| John | 100 | 80 | (80/100) × 100 = 80% |
| Sarah | 120 | 90 | (90/120) × 100 = 75% |
| David | 110 | 100 | (100/110) × 100 = 90.91% |
This means John closed 80% of his tickets on the same day, Sarah 75%, and David had the highest efficiency with 90.91%.
6. Ticket Touches
Description
The Ticket Touches KPI measures the number of interactions (such as updates, notes, or additional responses) an employee makes on support tickets, helping to gauge involvement in ticket management.
Formula
Ticket Touches = Number of Time Entries or Notes on Tickets
Example Calculation
| Employee | Ticket Touches |
| John | 15 |
| Sarah | 12 |
| David | 20 |
This means John touched 15 tickets, Sarah touched 12, and David had the highest interaction with 20 ticket touches.
7. Unscheduled Leave
Description
The Unscheduled Leave KPI tracks instances where an employee takes unplanned leave, which can impact team productivity and service delivery.
| Employee | Unscheduled Leave Instances | Leave Work Type |
| John | 2 | Sick Leave |
| Sarah | 1 | Personal Leave |
| David | 3 | Unpaid Leave |
This means John took 2 unscheduled leaves, Sarah took 1, and David took the most at 3 instances.
8. Utilization Rate
Description
The Utilization Rate KPI measures the percentage of actual working hours that are effectively used for productive tasks, whether billable or non-billable.
Formula
Utilization Rate = (Total Utilized Hours) / (Total Actual Hours) × 100
Example Calculation
| Date | Utilized Hours | Actual Hours |
| 2024-09-16 | 6.81 | 7.999 |
| 2024-09-17 | 5.56 | 8.06 |
| Total | 26.77 | 41.25 |
Utilization Rate = (26.77 / 41.25) × 100 = 64.8%
This means 64.8% of available working hours were used for productive tasks.
9. Billable Utilization Rate
Description
The Billable Utilization Rate KPI measures and tracks the percentage of actual working hours spent on billable tasks that generate revenue.
Formula
Billable Utilization Rate = (Billable Hours KPI) / (Actual Hours) × 100
Example Calculation
| Date | Billable Hours KPI | Actual Hours |
| 2024-09-16 | 5.5 | 7.999 |
| 2024-09-17 | 4.8 | 8.06 |
| Total | 22.5 | 41.25 |
Billable Utilization Rate = (22.5 / 41.25) × 100 = 54.5%
This means 54.5% of working hours were spent on revenue-generating tasks.