Your current slate of metrics may not tell you everything you need to know. Here are new Support metrics to provide greater insight into the efficiency and effectiveness of your Support team.<\/p>\n
Perhaps the last thing we need is more Support metrics, but this article introduces 14 new Support metrics to consider for the new year.\u00a0 The list is in alphabetical order as no one metric is presented as more important than another.<\/p>\n
BACKLOG<\/strong> <\/span>\u2013 The percentage of cases not closed at first customer contact or within 24 hours or other designed timeframe.<\/p>\n BACKLOG AGE<\/strong><\/span> \u2013 The average days open for backlog cases by status (Active, Waiting for Customer, or Pending Development Action).<\/p>\n BACKLOG, ACTIVE<\/strong><\/span> \u2013 The percentage of backlog cases that are actively being worked on by Support staff.<\/p>\n BACKLOG, PENDING CUSTOMER RESPONSE<\/span><\/strong> \u2013 The percentage of backlog cases that are open but not being worked on by Support staff pending action from customer.<\/p>\n BACKLOG, PENDING DEV ACTION<\/strong><\/span> \u2013 The percentage of backlog cases that are open but not being worked on by Support staff pending action from Development.<\/p>\n CASE SUBMISSION COMPLETION RATE<\/strong><\/span> \u2013 This is % of cases that are complete upon submission.\u00a0 A completed case means that your Support team can begin meaningful work to resolve the issue without having to ask for more details.<\/p>\n DEFLECTION GAP<\/strong><\/span> \u2013 The Deflection Gap is the difference between the Usage Rate of self-service resources and the Resolution Rate of issues without the direct assistance of assisted resources. Learn more<\/a><\/p>\n INTERACTIONS PER CASE<\/strong><\/span> \u2013 The number of back-and-forth between customers and the Support team necessary to resolve an issue.<\/p>\n KNOWLEDGE CONTRIBUTION RATE<\/strong><\/span> \u2013 The percent of closed cases that result in new or updated knowledge articles.<\/p>\n LEVEL OF EFFORT TO RESOLVE CASE<\/strong><\/span> \u2013 This is the cumulative effort invested by all Support resources needed to resolve a case. This is not just elapsed time.<\/p>\n QUALITY OF ESCALATIONS TO DEVELOPMENT<\/strong><\/span> \u2013 Percentage of cases escalated to Development that are complete and the Dev team has everything they need to work escalated case.<\/p>\n RATE OF ESCALATION TO DEVELOPMENT, ACTIVE<\/span><\/strong> \u2013 The percentage of support cases escalated to Development that are actively being worked on.<\/p>\n RATE OF ESCALATION TO DEVELOPMENT, NPTF<\/strong><\/span>\u00a0\u2013 The percentage of support cases escalated to Development that are determined that there are No Plans To Fix (NPTF) the issue.<\/p>\n SUPPORT CONTRIBUTION INDEX<\/strong><\/span> \u2013 The quantified value of Support efforts to contribute to tangible business outcomes. Learn more.<\/a><\/p>\n ServiceXRG provides Support performance benchmarking and metrics design assistance.<\/p>\n If you\u2019re interested in transforming your Support metrics to demonstrate true business value,\u00a0Contact ServiceXRG<\/a>\u00a0to request access to the NextGen Support Benchmark Toolkit through our\u00a0website<\/a>, online chat, or by\u00a0e-mail<\/a>.<\/p>\nBenchmarking and Metrics<\/h2>\n