Measured against the targets agreed with each customer, not internal averages.
Tickets within SLA
94%
Target 90
First response inside the promised window.
1,204 of 1,281 tickets
Backlog under 7 days
61%
Target 80
Older items are concentrated in billing.
148 of 242 open items
Self-serve resolution
38%
No target
Answered by docs before a ticket was opened.
790 deflected searches