Customer Support Metrics Spreadsheet - Fullview

	A	B	C	D	E	F	G	H	I	J
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4	Ticket created	First response	Assigned to	First Response Time	Ticket closed	Avg Time to Resolution	Closed by	CSAT	CES
5	2/2/2023 11:32:00	2/2/2023 11:33:45	John	0:01:45	2/2/2023 13:23:41	1:51:41	John	5	5
6	2/2/2023 11:39:10	2/2/2023 11:39:51	Sarah	0:00:41	2/2/2023 11:49:50	0:10:40	Sarah	5	7
7	2/2/2023 11:42:15	2/2/2023 11:43:11	Anshu	0:00:56	2/2/2023 11:47:17	0:05:02	Anshu	4	7
8	2/2/2023 12:38:00	2/2/2023 12:39:40	Anshu	0:01:40	2/2/2023 12:59:11	0:21:11	Anshu	5	3
9	2/2/2023 12:39:22	2/2/2023 12:42:12	John	0:02:50	2/2/2023 14:19:14	1:39:52	Liz (Level 3)	3	5
10	2/3/2023 10:12:02	2/3/2023 10:13:29	Sarah	0:01:27	2/3/2023 10:15:59	0:03:57	Liz (Level 3)	4	6
11	2/3/2023 10:42:40	2/3/2023 10:43:49	Anshu	0:01:09	2/3/2023 10:44:56	0:02:16	Anshu	2	6
12	2/3/2023 11:02:00	2/3/2023 11:03:43	John	0:01:43	2/3/2023 11:53:03	0:51:03	John	4	4
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14	Agent	First Response Time	Average Time to Resolution	First Contact Resolution Rate		FRT	ATR	FCRR	CSAT	CES
15	John	0:02:06	1:27:32	67%		0:01:31	0:38:13	72%	75	5.4
16	Sarah	0:01:04	0:07:19	50%
17	Anshu	0:01:15	0:09:30	100%
18	Team Metrics	0:01:31	0:38:13	72%
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20	Agent	FRT vs Team Average	ATR vs Team Average	FCRR vs Team Average
21	John	38%	129%	-8%
22	Sarah	-30%	-81%	-31%
23	Anshu	-18%	-75%	38%
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