The scoreboard, and what is not on it. The hard targets, how often each is actually
looked at, and the quiet signals that never reach a dashboard.
First Contact Resolution (FCR)
The percentage of support requests you resolve during the very first interaction with the user, without needing to pass it on or follow up later.
Target · Achieve >70% FCR for L1 tickets If you handle 100 tickets in a month, and you sort out 75 of them on the first call or chat, that's 75% FCR. We want you to nail those quick wins.
Ticket CSAT Score
This is how happy users are with the support they received from you, usually measured by a quick survey after the ticket is closed.
Target · Maintain >4.5/5.0 average score After you close a ticket, the user gets an email asking 'How was your experience?' If you consistently get 4 or 5 stars, you're doing great. It's about being helpful and clear.
SLA Adherence
The percentage of tickets you acknowledge and resolve within the agreed-upon Service Level Agreement times.
Target · Achieve >98% SLA adherence for L1 tickets If a password reset should be done within 15 minutes, and you do it in 10, that's a pass. If you miss it, that counts against you. We're aiming for nearly perfect here because users rely on us.
Average Handle Time (AHT)
The average amount of time you spend actively working on a support ticket, from opening to closing.
Target · Meet or beat team baseline (e.g., <12 minutes) If the team average for a password reset is 5 minutes, and you consistently do it in 4, that's excellent. We're not rushing, but we are efficient.
Adherence to Runbooks & Procedures
How consistently you follow the step-by-step guides for common issues and processes, like user provisioning or troubleshooting.
- Your team lead will review your ticket notes and closed tickets. We'll look for clear evidence that you've followed the documented steps, used the right templates, and haven't skipped anything important. It's about consistency and accuracy.
Proactive Learning & Knowledge Contribution
Your willingness to learn new systems, ask questions, and contribute to our shared knowledge base, even if it's just by suggesting an update to an existing article.
- You'll be asking thoughtful questions during daily stand-ups, actively participating in training sessions, and maybe even suggesting a small improvement to a knowledge article. We'll see you taking notes and trying things out.
Clear and Empathetic Communication
How well you communicate with users – making sure they understand what's happening, even when they're frustrated, and always being professional and helpful.
- Your ticket comments will be easy to understand, even for non-technical users. We'll look at feedback from users about your helpfulness and clarity. You'll be able to explain complex things simply, without jargon.
Team Collaboration & Support
How well you work with your immediate team, helping others when you can and asking for help when you need it, contributing to a positive team environment.
- You'll be seen offering to help colleagues with their queues, sharing insights from a tricky ticket you just solved, and generally being a good team player. Your colleagues will tell us you're a pleasure to work with.
