Your current slate of metrics may not tell you everything you need to know. Here are new Support metrics to provide greater insight into the efficiency and effectiveness of your Support team.
Perhaps the last thing we need is more Support metrics, but this article introduces 14 new Support metrics to consider for the new year. The list is in alphabetical order as no one metric is presented as more important than another.
BACKLOG – The percentage of cases not closed at first customer contact or within 24 hours or other designed timeframe.
BACKLOG AGE – The average days open for backlog cases by status (Active, Waiting for Customer, or Pending Development Action).
BACKLOG, ACTIVE – The percentage of backlog cases that are actively being worked on by Support staff.
BACKLOG, PENDING CUSTOMER RESPONSE – The percentage of backlog cases that are open but not being worked on by Support staff pending action from customer.
BACKLOG, PENDING DEV ACTION – The percentage of backlog cases that are open but not being worked on by Support staff pending action from Development.
CASE SUBMISSION COMPLETION RATE – This is % of cases that are complete upon submission. A completed case means that your Support team can begin meaningful work to resolve the issue without having to ask for more details.
DEFLECTION GAP – The Deflection Gap is the difference between the Usage Rate of self-service resources and the Resolution Rate of issues without the direct assistance of assisted resources. Learn more
INTERACTIONS PER CASE – The number of back-and-forth between customers and the Support team necessary to resolve an issue.
KNOWLEDGE CONTRIBUTION RATE – The percent of closed cases that result in new or updated knowledge articles.
LEVEL OF EFFORT TO RESOLVE CASE – This is the cumulative effort invested by all Support resources needed to resolve a case. This is not just elapsed time.
QUALITY OF ESCALATIONS TO DEVELOPMENT – Percentage of cases escalated to Development that are complete and the Dev team has everything they need to work escalated case.
RATE OF ESCALATION TO DEVELOPMENT, ACTIVE – The percentage of support cases escalated to Development that are actively being worked on.
RATE OF ESCALATION TO DEVELOPMENT, NPTF – The percentage of support cases escalated to Development that are determined that there are No Plans To Fix (NPTF) the issue.
SUPPORT CONTRIBUTION INDEX – The quantified value of Support efforts to contribute to tangible business outcomes. Learn more.
Benchmarking and Metrics
ServiceXRG provides Support performance benchmarking and metrics design assistance.
If you’re interested in transforming your Support metrics to demonstrate true business value, Contact ServiceXRG to request access to the NextGen Support Benchmark Toolkit through our website, online chat, or by e-mail.
To Learn more about NextGen Support Metrics read the full report – NextGen Support Metrics for 2026 and Beyond.
