Understanding Support Cloud Metrics

Knowing how to interpret Support Cloud metrics helps you understand team efficiency, SLA compliance, and customer satisfaction. Here's a guide to the most commonly used ones. 🧮

📊 Common Ticket Metrics

• First Reply Time: Time between ticket creation and first agent response
• Resolution Time: Total time from ticket creation to marked as Solved
• Reopen Rate: Percentage of tickets that were reopened after being marked Solved

👥 Agent Performance Metrics

• Tickets Solved: Count of solved tickets per agent or group
• CSAT Score: Average customer satisfaction score per agent

⏱ SLA Metrics

• First Reply SLA: % of tickets replied to within SLA window
• Resolution SLA: % of tickets solved within SLA target

🧯 Tips

• Confused by discrepancies? Dashboards use refreshed datasets — hover on tooltips to view refresh time