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When tracking IT L1 support metrics, it’s essential to focus on vital indicators that reflect the support process’s efficiency, effectiveness, and customer satisfaction. So let’s dig deeper into the metrics you should consider tracking:
First Call Resolution (FCR)
FCR metric measures the percentage of support issues resolved during the initial contact with the L1 support team. A higher FCR indicates better efficiency and customer satisfaction.
Average Response Time
It measures the average time the support team takes to respond to a ticket or request. Tracking this metric helps ensure timely assistance and customer responsiveness.Contact our experts at petabytz.com.