Customer support KPI calculator
Plug in the metrics your team already tracks. Get a simple scorecard you can share before you wire the same numbers into Sellio analytics.
Composite score
73 / 100
Equal-weighted average of the four indexes
Weakest area
Throughput index
60 / 100. Start here
Inputs
%
0% (min)100% (max)
min
0.0 min (min)30.0 min (max)
Index = 100 − 8 × minutes
%
0% (min)100% (max)
0 (min)100 (max)
Index = 1.5 × tickets, capped at 100
- CSAT85%
- First response index76 / 100
- Resolution rate70%
- Throughput index60 / 100
How to use it
- 1Enter CSAT, average first response in minutes, resolution rate and tickets per agent per day — sliders or type.
- 2Read the composite score (equal-weighted average of the four indexes) and the weakest area to fix first.
- 3Copy or download the scorecard, then track the same KPIs live in Sellio analytics.
FAQ
First response time, CSAT, resolution rate and conversations per agent cover most SMB dashboards. Start with those four before adding anything more specialised.
- First response time shows how long a visitor waits before anyone replies; on chat, minutes matter.
- CSAT score is the share of positive ratings, so it tells you how the reply landed, not just how fast it came.
- Resolution rate tracks how many conversations actually close rather than bouncing back.
- Conversations per agent shows workload, which is what capacity planning and hiring decisions hang on.
The same four are tracked on the analytics page.
Still have a question? Contact us or browse the docs.
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See also: Shared inbox