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Analytics
Jun 10, 20266 min read

10 Customer Support Metrics That Actually Matter

Beyond Ticket Volume

Most teams track ticket volume, but that's just the beginning. The metrics that truly indicate support health are resolution rate, first response time, customer satisfaction score, and AI deflection rate.

AI-Specific Metrics

With AI support, track AI accuracy (percentage of correct answers), confidence scores, escalation rate (when AI hands off to humans), and containment rate (percentage of conversations resolved without human intervention).

Business Impact Metrics

Connect support metrics to business outcomes: customer retention rate for supported vs. unsupported users, time-to-resolution impact on NPS, and support cost per conversation. These tell the real story of support ROI.