See how well your support team is staying ahead of their backlog by tracking your Kill Rate percentage. This KPI looks at the ratio of closed to open tickets, with anything over 100% meaning you’re closing more tickets than are being opened. Sweet!
This KPI allows you to see how your technicians are utilizing their time. What percentage of their actual hours entered is considered billable? The closer they are to 100%, the more time they’re spending working on client issues. Pretty, pretty good.