Description
Measure first contact resolution, response and resolution SLA compliance, escalation and reopen rates for each week and channel, against your targets.
- Automatic summary: Tickets received, Overall FCR, Response SLA met, Resolution SLA met, Escalation rate
- Calculated for you: FCR %, Response SLA %, Resolution SLA %, Reopen rate, Targets
- Drop-down menus for quick, consistent entry
- Colour-coded status and progress highlights
- Built-in chart that updates as you type
- Example rows and a step-by-step "How to Use" sheet
Instant download (.xlsx). Works in Excel 2010+, Excel online, Google Sheets, Numbers and LibreOffice. Works with any currency.
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