What customer support metrics are you tracking?

I’m curious to see the support metrics that other folks here track. We are focused on CSAT and first response time.

Has anyone changed what they are tracking since covid-19? We have had an influx of tickets so have had to keep a much closer eye on first response time and the queue. Our IT team faced a huge challenge getting us all set up to work at home but we are now able to manage, even as we continue to be very busy! Our team members are using geckoboard in their browsers which is the easiest way for us to see what’s happening.

Would be great to hear how others are handling big changes to operations if you are able to share.