Quality metricsCSATFCRSupport quality
IT Support Quality Metrics Guide
workro desk team·5 min read·10 December 2026
Quality Metrics
| Metric | What It Measures | Target |
|---|---|---|
| CSAT | User satisfaction with support | 4.5/5+ |
| FCR | Tickets resolved on first contact | 70%+ |
| SLA compliance | Tickets resolved within SLA | 95%+ |
| Avg resolution time | Speed of resolution | < 4 hours |
| Ticket reopens | Issues not truly resolved | < 5% |
How to Improve
- Regular agent coaching based on metrics
- Knowledge base updates for common issues
- Process improvements based on data
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