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Support metrics you can stop tracking

More numbers do not make a better team. A metric nobody acts on costs time to collect and can push people towards the wrong behavior.

Last reviewed

Ask what decision each number drives

For every metric on the dashboard, name the last decision it changed. If you cannot, it is a candidate to drop.

Drop raw counts without context

Total tickets closed says little. Per-agent counts can even encourage rushing, so look at outcomes such as repeat contacts.

Be wary of metrics that can be gamed

Closing tickets quickly, or counting auto-replies as first responses, makes the number look better and the service worse.

Keep a few that guide action

Most small teams need first response time, resolution time, satisfaction and backlog age. Add others only with a reason.

Review the list each quarter

Needs change. Once a quarter, remove one metric and add one only if a real question needs it.

Share the short list

A small set that everyone understands beats a long dashboard that nobody reads.

Questions

How many metrics should a small team track?

Four to six. Enough to see speed, quality and workload without a dashboard nobody reads.

Should we track tickets per agent?

Use it for planning workload, not for ranking people. Ranking by volume rewards rushing.

Which metrics are worth keeping?

First response time, resolution time, satisfaction, backlog age and reopen rate cover most needs.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.