Understanding Performance Ratings
Performance ratings give you a simple at-a-glance summary of how well your team is meeting response time targets. They are calculated automatically based on your average first response time for the selected period.
| Rating | Colour | Average first response time |
|---|---|---|
| Excellent | Green | Under 15 minutes |
| Good | Blue | 15 minutes to 1 hour |
| Fair | Amber | 1 to 4 hours |
| Needs improvement | Red | Over 4 hours |
How to Improve Your Rating
- âĸAuto-responses â send an instant reply when a ticket opens so the clock stops on first response time immediately
- âĸStaff notifications â make sure your support role is pinged when new tickets are created
- âĸCanned responses â reduce the time staff spend typing common replies
- âĸMonitor regularly â check analytics weekly and discuss slow periods with your team
âšī¸Auto-responses count as first response
If you have an auto-response configured for a ticket type, it counts as the first response for SLA purposes. This means all tickets of that type will have an instant first response time, which will significantly improve your rating.
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