Registration responses about measures

How does your organization currently define and measure performance?

Resolution times, CSAT, NPS, Percent of tickets resolved via automation/AI, support cost per MAU (monthly active users)
cases taken per month, CSAT, time to first response (SLA Adherence), time to resolution, deflection rate, article attachment rate
Attendance, views, completion, etc.
Triangulation of outcome based goals
We calculate total user demand for help with issues, the demand that we fulfill, and the cost of fulfilling demand.
Traditional KPIs; CSAT, Next reply time, knowledge relevance
Renewal rates
Badly
through OKR
Happy signals & KCS adoption metrics
standard ITSM metrics suite (MTTR, FCR, CSAT)
We measure much, but don't deliver any intelligence or actionable items. Growth has stalled and we are revising how metrics are presented, and what is measured.
Tableau reporting dashboard
KPIs and Leader feedback
Mostly with external views per article and internal links per article
Impact metrics: Help Center Containment Rate (Percentage of Help Center visits that don't result in ticket creation.), AI Answer Success Rate, AI Retrieval Success Rate, AI Knowledge Gap Rate (The number of AI queries with no relevant content found divided by total AI queries multiplied by 100.), Knowledge Usage - Internal and external (The number of views of articles accessed in the last 30 days.)

Opportunities Influenced, revenue impacted, cost of Support cases/escalation, Support Engineer value, escalation time spend
We want executives to understand the value that the we bring to the organization.
CX Performance - health of the customer base
AI Agent success internal/external self-service and support site success
Effect of Problem management empowered with KCS
Correlation between internal knowledge uses and customer adoption of self-service
Competency, knowledge accuracy/confidence, customer self service/case deflection
Chatbot CSAT (automated support), CSAT, AHT, Value
Quality, not quantity
Contribution values of and for agents, improvement value (when an article leads to a bug/improvement in the overall product), some sort of monetary gain or play time results from that change/improvement, or collective value of collective improvements that came from KCS