Resolution Efficiency & Queue Intelligence
Last 30 days
Last 90 days
Last 12 months
All Segments
Enterprise
Mid-Market
SMB
All Channels
Phone
Chat
Email
Self-Service
First-Contact Resolution
68.4%
+2.1pp MoM
Avg Customer Effort Score
2.9
-0.3 MoM
Median Wait Time
1m 42s
-18s MoM
Escalation Rate
14.2%
-1.8pp MoM
SLA Compliance (Ent)
96.1%
-1.4pp MoM
Cost Per Resolution
$14.80
-$1.20 MoM
Queue Wait-to-Abandon Decay Curve
FCR by Issue Taxonomy
Escalation Rate by Routing Rule
Customer Effort Score by Channel
Backlog Age Distribution by Team
0-1d
1-3d
3-5d
5-7d
7d+
Tier-1 Support
42
28
14
7
3
Tier-2 Technical
31
19
11
8
15
Billing & Accounts
56
22
9
4
2
Onboarding
38
16
7
5
1
Enterprise Support
24
13
8
6
2
Cost Per Resolution by Complexity Tier