Overview
Technical support team, November 2026 month to date
First response within 5 min
94.1% (Stretch)
First contact resolution
21.2% (Below threshold)
Close tagging
87.6% (Gate met)
Escalation rate
30.0%
Customer waiting time
11.0 min
CSAT
-
Below threshold Threshold Target Stretch FRT 75 / 85 / 90%, FCR 28 / 30 / 32%, tagging gate above 58%
Month by month?Team KPIs for the last months. The current month is to date. The arrow compares with the previous month: green is an improvement, red is a decline.
| KPI | Aug 26 | Sep 26 | Oct 26 | Nov 26 to date |
vs prev. |
|---|---|---|---|---|---|
| First response within 5 min | 72.7% (Below threshold) | 82.3% (Threshold) | 81.5% (Threshold) | 94.1% (Stretch) | ▲ 12.6 pt |
| First contact resolution | 33.6% (Stretch) | 31.0% (On target) | 34.2% (Stretch) | 21.2% (Below threshold) | ▼ 13.0 pt |
| Close tagging | 69.6% (Gate met) | 68.2% (Gate met) | 65.9% (Gate met) | 87.6% (Gate met) | ▲ 21.7 pt |
| Escalation rate | 22.5% | 27.4% | 37.3% | 30.0% | ▼ 7.3 pt |
| Customer waiting time | 62.0 min | 11.8 min | 10.9 min | 11.0 min | ▲ 0.1 min |
| First replies | 4,509 | 4,188 | 3,570 | 187 | ▼ 52.8 /day |
Weekly trend?Team values per week inside the month. The dashed line is the target.
First response within 5 min
First contact resolution
Show as table
| Week from | FRT within 5 min | FCR | Close tagging | Escalation | Replies counted |
|---|---|---|---|---|---|
| 01 Nov | 93.3% | 28.9% | 92.6% | 34.8% | 45 |
| 02 Nov | 94.4% | 18.7% | 76.4% | 28.4% | 142 |
Daily volume?Conversations an in-scope agent replied in, per day.
Show as table
| Day | Conversations |
|---|---|
| 2026-11-01 | 196 |
| 2026-11-02 | 170 |
Data through 03 Nov 2026 06:06 (Yerevan time).