This Metric returns an integer where the measurement used is hours. The top customer service metrics to measure 9 min read Historically, contact centers have been seen as a necessary overhead where improvement efforts focused mainly on efficiency gains. Customer service centers focused solely on operational data (O-data) like average reply time and resolution rate. Use Service Request metrics to analyze calls placed to a help desk by such factors as category, duration of call, and time to resolve. The beauty with customer service is that it gives us an excellent opportunity to stay close with your customers. My Service Request MTTR Represents the average time taken to resolve or close a Service Request to the Customer's satisfaction for Requests owned by the currently logged in User. Tracking these metrics is easy and can be measured with most customer service products. Start tracking with metrics like CSAT (customer satisfaction), time to … Post-service satisfaction surveys are a built-in feature of most live chat solutions. Identify what reporting and metrics are needed to properly manage the lifecycle of a service request.

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