Service Quality

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Service quality lists all the KPIs that help you understand the quality of service offered when the employees raise a request to resolve their digital issues.

    • Customer Satisfaction Score:Calculated from the daily average score of the surveys conducted after an issue was resolved through a ticket or through virtual agent.
    • Mean-time to resolve: Calculated from the daily average of the time between the ticket creation and ticket closure.
    • % Breached SLAs: Calculated from the daily average number of issues that were closed after having breached an SLA.
    • % First assignment resolution: Calculated as the percentage of tickets that were resolved without having to reassign the ticket to a different group.
    • % Reopened tickets: Calculated from the percentage of resolved tickets that were reopened during a specified period.