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https://financesonline.com/10-important-kpis-and-metrics-your-customer-support-team-should-be-using/
KPI is linked to a target value or goal which provides actionable data so you, or any other stakeholders, can make informed decisions. A KPI gives you insight into how well your team or unit is performing in pursuit of clearly defined team goals and in line with management-defined objectives.Author: Nestor Gilbert
https://www.datapine.com/kpi-examples-and-templates/customer-service
A customer service KPI or metric is a performance measurement that is used by customer service teams and by the customer support management to monitor, visualize, analyze and optimize customer relations by taking advantage of an advanced 360-degree customer view.
https://opsdog.com/resources/5-it-support-kpi-examples-for-it-managers/
Use the Cycle Time: Customer Support Ticket Resolution KPI for the IT Department to measure the number of hours required to resolve a customer support, or help ticket. The clock starts running from the time the help ticket is opened and stops when the customer issue is resolved.
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