Support KPI scorecard
Set a target for each support KPI, fill in this week's actuals, and see which ones you're missing. Targets and actuals both live in the URL, so last week's review is a link you can reopen.
Targets met
0/ 5
Fill in this week's actuals
Missing
0
Nothing measured yet
Not filled
5
Leave blank if you don't track it
This week
CSAT
Below your own baseline matters more than any industry number
0 counts as not filled in
First response (median)
On chat, the median is what people feel. Not the average
0 counts as not filled in
Resolution rate
Solved without a handoff or a second conversation
0 counts as not filled in
Tickets / agent / day
A throughput sanity check, not a target to push
0 counts as not filled in
Oldest open conversation
The one number that tells you something is being avoided
0 counts as not filled in
Targets and actuals both live in the link, so last week's review is a URL you can reopen and compare against. The KPI calculator turns the same numbers into a single composite score.
Work out your CSAT firstHow to use it
- 1Set the target for each KPI, or keep the defaults as a starting point.
- 2Fill in this week's actuals — leave a KPI at 0 if you don't track it and it stays out of the count.
- 3Every number is in the link, so save it and reopen next week to compare.
FAQ
They are common starting points for a small chat support team, not benchmarks. Your own trend matters more than any industry number, so set the targets from where you are now.
- Starting points, not standards. The defaults give you something to react to on the first review.
- Set targets from your baseline. Fill in a typical week first, then choose targets a little ahead of it.
- Revisit them each quarter. As the team improves, tighten the targets rather than keeping the defaults.
Once live, the same metrics are on the analytics page.
Still have a question? Contact us or browse the docs.
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See also: Pricing