10 KPIs for Customer Service

Take inspiration from us and create real-time dashboards with your most important business metrics for your Customer Service department.

Last updated: July 29, 2022

Table of contents

We have gathered some of the most common KPIs measured by the Customer Service (CS) department. Draw inspiration for your CS dashboard and use these KPIs to give everyone a real-time overview of their workload, progress, status, and more.

What is a KPI?

In Plecto, a Key Performance Indicator or KPI consists of formula + widget + time period. This article will show you how to build formulas and add them to dashboard widgets to create the best overview of your CS performance. You can add the same formula to multiple widgets to get different KPIs – this applies to all formulas in Plecto! 🙌 Find more inspiration in our KPI library.

Some formulas require date modifiers

Your data source might have multiple date fields. If you created 5 registrations today but updated 20, which number should Plecto include in the calculations? This is where the default date field comes in. Each data source has a default date field that determines which of the numbers Plecto should display.

In some cases, you might want to use another date field in your formula than the default date. If so, you can add a date modifier to the formula component. Many of the KPIs listed in this article require date modifiers to ensure that you get the most accurate results. Watch the video below to learn how to add a date modifier.

Integrations included in the formula examples

The formula examples in this article are based on different integrations, such as Aircall, Zendesk, Salesforce, Vitally, and others. You can use any of our integrations to build the same or similar KPIs – it all depends on what data you import to Plecto. Find the different systems Plecto integrates with and the available data types on our Integration page.

Tip – Install ready-made dashboards from Plecto Store

We offer ready-made dashboards created by our experts that you can install for free. Integrate your systems with Plecto, then go to the Plecto Store and see if there's anything you like.

Get an overview of your support tickets. See the number of tickets created today or how many tickets you've had during the month compared to last month. Here are some examples of how you can use the formula on a dashboard:

  • Add it to a number widget to see the number of tickets created today, the current week, or during another time period.
  • Add the formula to a column chart and group your tickets by status, priority, type, or other fields from your data source.
  • Add the formula to a line chart and see how many tickets got created this month vs. last month.
Tip – Use custom group by

Get an overview of your support cases by different mediums – how many customers contact you through chat, phone, email? Take a pie or column chart and group the results by a specific field from your data source.

Dashboard - Support Tickets

The same formula can be reused across all widgets on dashboards, in reports, and contests. Use the Group By option on your widgets to get different KPIs from the same formula.

How to create the Number of Support Tickets KPI

Example with Zendesk Tickets. You can use any other integrations and data sources

  1. Create a new formula and add a data function component.
    1. Lookup function: Number of
    2. Data source: Zendesk Tickets, Freshservice Tickets, or other data sources. Make sure to select the data source relevant to your organization.
  2. Set the number format in the formula editor to Decimal number.
  3. (Optional) Feel free to customize your formula by adding conditional colors.
  4. Click Save in the bottom-right corner.
Formula - Number of Zendesk Tickets
Tip – Add filters

Number of is one of the most simple KPIs you can create. Feel free to add filters to track the number of support tickets with the status open, closed, or others. Here's more general information on how to build formulas in the formula editor.

5. Open your dashboard and add the formula to a widget of your choice. We like line or area charts, but it's really up to you to decide how you want to see your metrics.
6. Choose the time period, for example, Current month or Month to date.
7. Click Save to finish and add your KPI to the dashboard.

Widget Example - Number of Support Tickets

And this is how the formula looks in the Advanced editor. You can copy and use the formula in your formula editor, but make sure to choose your own data source.

(
    Count(Zendesk Tickets)
)

This formula is similar to the Number of Support Tickets formula, except that it filters the registrations and only counts the number of tickets with the status solved. Please note that the status name can differ from integration to integration (solved, resolved, closed, etc.).

Widget Example - Zendesk Solved vs. All Tickets

The widget displays number of solved tickets compared to all tickets this month.

How to create the Number of Solved Tickets KPI

Example with Zendesk Tickets, Freshdesk Tickets, Freshservice Tickets

  1. Create a new formula and add a data function component.
    1. Lookup function: Number of
    2. Data source: Choose a data source that stores data about your tickets, for example, Zendesk Tickets, Freshdesk Tickets, or others.
    3. Click + Add filter and choose the field that contains information about the ticket status. We've mapped some data sources and their field names and values. Look for the following, depending on your data source:
      Zendesk Tickets = Status = solved
      Freshdesk Tickets = Status = Resolved
      Freshservice Tickets = Status = Resolved
    4. Add a date modifier to the component to make sure you see the right KPIs. Click on the three dots in the top-right corner of the component and choose the relevant date field, for example, Updated at, Resolved at, or others.
  2. Set the number format in the formula editor to Decimal number.
  3. (Optional) Feel free to customize your formula by adding conditional colors.
  4. Click Save in the bottom-right corner.
Solved Tickets (Zendesk).png

5. Open your dashboard and add the formula to a widget. We would choose a speedometer widget.
6. (Optional) Add a target formula, for example, one that counts the number of all tickets.
7. Choose the time period on the widget, such as Today or Current month.
8. Click Save to finish and add your KPI to the dashboard.

Widget Example - Solved vs. All Tickets

Here's how the formula looks in the Advanced editor. If you take this formula, make sure to change the data source, fields, and filters relevant to your organization.

(
    Count(Zendesk Tickets,Status="solved").Date(Updated at)
)

Average Resolution Time (ART) takes the total duration of all resolved customer interactions and divides it by the total number of interactions. This formula example is based on Zendesk Tickets, but feel free to use it with other systems.

Widget Example - Zendesk ART
How to create the Average Resolution Time KPI

Example with Zendesk Tickets

  1. Create a new formula and give it a title.
  2. Add a data function component in the formula editor.
    1. Lookup function: Sum of
    2. Data source: Zendesk Tickets
    3. Field: Resolution time
    4. + Add filter: Status = solved
    5. Date field: Updated at
  3. Add a new data function component.
    1. Lookup function: Number of
    2. Data source: Zendesk Tickets
  4. Change the operator between both components to ➗.
  5. Change the number format to Duration. If lower resolution time is what you're going for, you can enable the Lower value is better option.
  6. (Optional) Feel free to add conditional colors. For duration KPIs, the conditions need to be indicated in seconds.
  7. Click Save in the bottom-right corner.
Formula - Zendesk Average Resolution Time

8. Open your dashboard and add the formula to a Number box.
9. Choose a time period, such as Today, Current week, or others, depending on your needs.
10. Click Save to finish and add your KPI to the dashboard.

Widget Example - Zendesk Average Resolution Time

An example of the Average Resolution Time formula added to number box widgets with different time periods selected.

Here's the Average Resolution Time formula for the Advanced formula editor.

(
    Sum(Zendesk Tickets,Status="solved",Resolution time).Date(Updated at)
    /
    Count(Zendesk Tickets)
)

The Average First Response Time or FRT is the average time it takes your agents to respond to a customer inquiry or support ticket.

Widget Example - Freshdesk Avg. First Response TIme

An example of the Average First Response Time KPI.

How to create the First Response Time KPI

Example with Freshservice Tickets

  1. Create a new formula and give it a title.
  2. Add a data function component in the formula editor.
    1. Lookup function: Avg
    2. Data source: Freshservice Tickets
    3. Field: First response time in secs
    4. Date field: First responded at
  3. Change the number format to Duration. If lower response time is what you're going for, you can enable the Lower value is better option.
  4. (Optional) Feel free to add conditional colors. For duration KPIs, the conditions need to be indicated in seconds.
  5. Click Save in the bottom-right corner.
Formula - Freshservice Average First Response Time

6. Open your dashboard and add the formula to a Number box.
7. Choose a time period, such as Today, Current month, or others, depending on your needs.
8. Click Save to finish and add your KPI to the dashboard.

Widget Example - Freshservice FRT

Here's how the FRT formula looks in the Advanced editor.

(
    Avg(Freshservice Tickets,First response time in secs).Date(First responded at)
)

The Average Handle Time (AHT) reflects how much time it takes your agents to handle a customer transaction. Usually AHT is calculated by dividing the total talk time + total hold time + total wrap-up time by the total number of calls.

Widget Example - Zendesk AHT

An example of the AHT formula added to a number box widget.

How to create the Average Handle Time KPI

Example with Zendesk Calls

  1. Create a new formula and add a group component.
  2. In the group component, add three data function components:
    1. Sum of Talk time in Zendesk Calls.
    2. Sum of Hold time in Zendesk Calls.
    3. Sum of Wrap up time in Zendesk Calls.
    4. Change the date field to Updated date on all three components above.
  3. Add a separate data function component that counts the Number of Zendesk Calls.
  4. Change the operator between the group and data function components to ➗.
  5. Change the number format to Duration.
  6. (Optional) Feel free to add conditional colors. For duration KPIs, the conditions need to be indicated in seconds.
  7. Click Save in the bottom-right corner.
Formula - Zendesk AHT

8. Open your dashboard and add the formula to a widget. We would choose a number box.
9. Choose the time period, such as Today, Current week, or others.
10. Click Save to finish and add your KPI to the dashboard.

Widget Example - Zendesk AHT

This is how the formula looks in the Advanced formula editor. Feel free to use the formula, but make sure to double-check your data source and field names.

(
    (
        Sum(Zendesk Calls,Talk time).Date(Updated date)
        +
        Sum(Zendesk Calls,Hold time).Date(Updated date)
        +
        Sum(Zendesk Calls,Wrap up time).Date(Updated date)
    )
    /
    Count(Zendesk Calls)
)

See the latest availability status of your agents. Your agent statuses change constantly, and since you want to see the most recent agent status, you'll have to use the data function Last.

Aircall Dashboard

You can see the agent availability status on the table widget. Please note that the status names differ from system to system.

How to create the Agent Availability Status KPI

Example with Aircall Users

  1. Create a new formula and add a data function component.
    1. Lookup function: Last
    2. Data source: Aircall Users
    3. Field: Availability status
  2. Change the number format to Text.
  3. (Optional) Customize your formula with conditional colors. Add red if the user is unavailable, green if available, and so on. Add the conditions as they appear in your data source – the conditional colors are case-sensitive.
  4. Click Save in the bottom-right corner.
Formula - Aircall Availability Status

5. Open your dashboard and add the formula to a table widget. The table widget allows you to get an overview of all your agent statuses. Feel free to add multiple columns to see other agent KPIs on the same widget.
6. Set the time period to Today.
7. Click Save to finish and add your KPI to the dashboard.

Below is the formula for the Advanced editor. You can copy and paste the formula in the Advanced formula editor and use it to track your agent availability from Aircall.

(
    Last(Aircall Users,Availability status)
)

See who's answered the most calls, customer cases, and more. You can use one of your existing formulas that calculates, for example, the number of support tickets, the number of calls, or other metrics, and add it to a leaderboard on your dashboard. The widget will do the rest.

talkdesk-dashboard.png

An example of a Talkdesk dashboard. The top agents with the most calls are displayed in the bottom-left corner.

How to create the Top Agents KPI

Works with any formula

  1. Use your existing formula such as Number of Answered Calls.
  2. Add the formula to a leaderboard widget on the dashboard.
  3. Choose a time period on the widget. Your widget will be most engaging if you set the time period to Today, the Current week, or Current month.

Your customers are more likely to give you a good score if they don't have to wait on an agent to reply to their call. Track your average waiting time and see where you can improve your service.

Zendesk Calls Dashboard.png

An example dashboard for Zendesk Calls.

How to create the Average Wait Time KPI

Example with Zendesk Calls

  1. Create a new formula and add a data function component.
    1. Lookup function: Avg
    2. Data source: Zendesk Calls
    3. Field: Wait time
  2. (Optional) Customize your formula with conditional colors. Add red if the wait time is over 120 seconds, yellow if 30, green if 0. You will see different colors based on the range the KPI falls in.
  3. Change the number format to Duration.
  4. Click Save in the bottom-right corner.
Formula - Average Wait Time (Zendesk)

5. Open your dashboard and add the formula to a number box.
6. Change the time period to Today, the Current week, or Current month.
7. Click Save to add your KPI to the dashboard.

This is how the formula looks in the Advanced formula editor.

(
    Avg(Zendesk Calls,Wait time)
)

See how satisfied your customers are by tracking your Customer Satisfaction Score. To get the CSAT score, divide the number of satisfied customer responses by the total number of responses.

Widget Example - Freshdesk CSAT

An example of the CSAT KPI on a number widget.

How to create the CSAT KPI

Example with Freshdesk Satisfaction Ratings

  1. Create a new formula and add a group component.
  2. In the group, add a new data function component.
    1. Lookup function: Number of
    2. Data source: Freshdesk Satisfaction Ratings
    3. Filter: Rating = Extremely Happy
  3. Click on the three dots in the top-right corner of the data function component and click Duplicate component.
  4. Repeat the previous step and duplicate the component one more time. You should have three of the same components inside a group component.
  5. In the second component, change the filter to Rating = Very Happy.
  6. In the third component, change the filter to Rating = Happy.
  7. Add a new data function component (not inside the group) that counts the Number of Freshdesk Satisfaction Ratings.
  8. Change the operator between data function and the big group component to ➗.
  9. Change the number format to Percent.
  10. (Optional) Customize your formula with conditional colors.
  11. Click Save in the bottom-right corner.
Formula structure

You might see either text (Extremely Happy) or numbers (4, 5) in your data source – that depends on what system you use to keep track of your ratings. If your feedback comes in numbers, you can skip creating the group component shown in the example above. Instead, divide your satisfaction ratings where the score is greater than or equal to 4 by the total number of ratings.

Formula - Freshdesk CSAT

12. Open your dashboard and add the formula to a speedometer or number box widget.
13. Change the number format to the Current month, Current quarter, or another time period.
14. Click Save to add the KPI to your dashboard.

Here's a formula for the Advanced editor. You can copy and reuse the formula, but make sure to choose your own data source and field values.

(
    (
    	Count(Freshdesk Satisfaction Ratings,Rating="Extremely Happy")
        +
        Count(Freshdesk Satisfaction Ratings,Rating="Very Happy")
        +
        Count(Freshdesk Satisfaction Ratings,Rating="Happy")
    )
    /
    Count(Freshdesk Satisfaction Ratings)
)

Gather feedback from your customers to understand how well your product or service performs. To get the NPS score, you subtract the % of detractors from the % of promoters. For example, if 70% of your respondents are Promoters and 10% are Detractors, your Net Promoter Score is 60.

Widget Example - Vitally NPS

An example of an NPS score added to a speedometer widget.

How to create the NPS KPI

Example with Vitally NPS responses

  1. Create a new formula and add a group component.
    1. In the group component, add a data function component that counts the Number of NPS responses.
    2. Add a filter to get the number of responses where the score is greater than or equal to 9.
    3. Add a new data function component that counts the Number of NPS responses.
    4. Change the operator between the first and second components to ➗.
    5. Add a third component in the group – static number. Enter 100, and change the operator between this component and the middle one to ✖️.
  2. Duplicate the group by clicking on the three dots in the top-right corner of the group component.
  3. In the duplicated group, find the first data function component and change the filter condition to score is less than or equal to 6.
  4. Change the operator between both groups to ➖.
  5. (Optional) Add conditional colors.
  6. Click Save in the bottom-right corner.
Formula - Vitally NPS

7. Open your dashboard and add the formula to a widget. We would choose a speedometer widget or a number box.
8. Choose a time period such as the Current quarter or year.
9. Click Save to add your KPI to the dashboard.

This is how the NPS formula looks in the Advanced editor. You can copy and use the formula in your formula editor, but make sure to choose your own data source.

(
    (
        Count(Vitally NPS responses,Score>=9)
        /
        Count(Vitally NPS responses)
        *
        100
    )
    -
    (
        Count(Vitally NPS responses,Score<=6)
        /
        Count(Vitally NPS responses)
        *
        100
    )
)

Here's some practical advice on how to get the best out of your formulas.

  • Once you create a formula in the formula editor, you can reuse the formula across the entire platform. Add the same formula to dashboard widgets, reports, contests, notifications, and more.
  • If you have a formula that counts the number of registrations in your data source (data function = Number of), you can add it to a dashboard widget that supports custom grouping and see the KPIs based on a specific field from your data source.
  • Know the default date field of your integration data sources. Plecto uses the default date to show your KPIs. If the default date is Created date, but you want to see the number of registrations based on Updated date, you might consider changing the default date field (which will apply to all formulas) OR adding a date modifier to your formula (will apply to a single formula). Find the default date field in your data source settings.
  • Is your widget showing 0? Check if you changed the Number format in the formula editor. If you expect the widget to display text such as Available, but the number format is Decimal number, the widget will show 0.

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