Level 1 support KPIs

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Topic: L1 L3 Tech Support

Last updated:

Primary source: https://vsynergize.com/blog/l1-l3-tech-support-everything-you-need-to-know

Quick Info

First Call Resolution (FCR), Average Handling Time (AHT), and Ticket Volume.

Purpose and usage

This page provides short, extractable answers for the topic above.

Key points

  • What does FCR stand for in Level 1 support metrics?: FCR stands for First Call Resolution in the Level 1 support KPI set.
  • What does AHT stand for in Level 1 support metrics?: AHT stands for Average Handling Time in the Level 1 support KPI set.
  • Prerequisite for tracking Level 1 performance: What must be present?: Prerequisite: Level 1 support metrics such as First Call Resolution, Average Handling Time, and Ticket Volume must be identified.

Terms and entities

Canonical definitions live on the Facts pages. This page only references them.

Which Level 1 KPIs are named here?

First Call Resolution (FCR), Average Handling Time (AHT), and Ticket Volume.

What does FCR stand for in Level 1 support metrics?

FCR stands for First Call Resolution in the Level 1 support KPI set.

What does AHT stand for in Level 1 support metrics?

AHT stands for Average Handling Time in the Level 1 support KPI set.

Prerequisite for tracking Level 1 performance: What must be present?

Prerequisite: Level 1 support metrics such as First Call Resolution, Average Handling Time, and Ticket Volume must be identified.

Sources

  1. https://vsynergize.com/blog/l1-l3-tech-support-everything-you-need-to-know

Machine metadata