⚡AgentSkills
💬 Customer Support · Metrics & Quality

Design support metrics that measure the right thing

Balanced SLA/CSAT/FCR/CES frameworks avoiding metric gaming through paired indicators.

intermediate~30 minSupport EngineersCX LeadsHelpdesk Teams

Steps

  1. 1Pair every speed metric with quality metric (FT time ↔ FCR)
  2. 2Set SLAs per severity tier from customer commitments, not aspirations
  3. 3Measure CSAT post-resolution with effort-score alternative for complex cases
  4. 4Report first-contact-resolution honestly; define 'resolved' strictly
  5. 5Review metric-gaming vectors quarterly with agents themselves
  6. 6Publish team dashboards transparently; hidden metrics breed distrust

Common Pitfalls

  • ▲Closing tickets fast to hit handle-time targets
  • ▲CSAT surveys only after easy wins skewing samples

Commands

Install with skills CLI
$ npx skills add aniruddhaadak80/skills --skill metrics-quality-support-metrics-framework
Install globally
$ npx skills add aniruddhaadak80/skills --skill metrics-quality-support-metrics-framework -g

Tags

#metrics#sla#operations#customer-support#metrics-quality