Support teams drown in metrics. First response time, resolution time, CSAT, NPS, ticket volume, agent utilization. Not all of these deserve equal attention. Here is what to focus on depending on your team size.

For teams under 10 agents

Focus on first response time and resolution rate. These two metrics tell you if customers are being acknowledged quickly and if their problems are getting solved. Everything else is noise at this stage.

For teams of 10-50 agents

Add CSAT, ticket volume trends, and knowledge base deflection rate. These help you identify training gaps and content opportunities.

For large teams

Now SLA compliance, agent utilization, and cost per ticket become relevant. But only after the fundamentals are solid.

The metric that matters most

Reopen rate. If tickets keep coming back, your resolutions are not actually resolving anything. Track this before anything else.