Metrics

Reopen Rate (RR) metric definition

• Reopen Rate (RR) metric definition :

Zendesk Activity

• Zendesk Hours
• Zendesk Touchpoints
• Average Zendesk Activity

Responses

• Total Comments
• Private Comments
• Public Comments

Handled Tickets

• Custom Channel
• Mobile Channel
• Twitter channel
• Facebook channel
• Help Center
• API Channel

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Handling Speed

• Handling Time (Comments/h)
• Mean/Median Avg. Reply Time
• Mean/Median Avg. First Reply Time

Solution Quality

• Tickets Solved / h
• One Touch Solution Rate
• Comments to Solve

Service Quality

• Customer Satisfaction
• Repeat Contact Rate
• Negative Response Rate (NRR)

Quality and Correctness

• How to set up QA rating?
• How to QA rate the tickets?