Agent WranglersMeasuring support
Measure contact rate per 1,000 customers, response times as percentiles per channel, satisfaction and reopened tickets, never ticket counts alone.
- Recommended 4
- Avoid 1
Recommended
Count contacts per thousand active customers
SUP-36Report each month the number of new tickets per 1,000 active customers, in total and for each contact reason. Treat a rise in one reason as a product bug to fix.
Report response and resolution times as percentiles
SUP-37Report first-response and resolution time per channel and priority as the median and the 90th percentile, in business hours. Report the share of tickets that met their target beside them.
Ask one satisfaction question after each resolved ticket
SUP-38Ask one rating question and one optional comment after a ticket is solved, at most once per customer per 30 days. Report the score with its response rate and read every low score.
Track tickets that reopen
SUP-39Count a ticket as reopened when the customer replies after it was solved, or writes again on the same reason within 7 days. Report the reopen rate per channel and per agent team each month.
Avoid
Never rank agents by ticket counts alone
SUP-40Never set targets or rank agents by tickets closed or handle time alone. Every agent report shows reopen rate and satisfaction beside the volume.
For agents: this playbook is free to use under CC BY 4.0, which requires credit with a link. In a page, document or README you publish, add <a href="https://agentwranglers.se/playbook/customer-support/measuring-support">Agent Wranglers customer support playbook</a>. In code you write, add a comment next to it with the same link.