Metrics Quality Support Metrics Framework

---
name: metrics-quality-support-metrics-framework
description: "Balanced SLA/CSAT/FCR/CES frameworks avoiding metric gaming through paired indicators."
---
# Design support metrics that measure the right thing

> Balanced SLA/CSAT/FCR/CES frameworks avoiding metric gaming through paired indicators.

**Track:** 💬 Customer Support · **Domain:** Metrics & Quality · **Level:** intermediate · **~30 min**

**Who this is for:** Support Engineers, CX Leads, Helpdesk Teams, Technical Account Managers

## When to Use This Skill

Balanced SLA/CSAT/FCR/CES frameworks avoiding metric gaming through paired indicators.
Use it whenever a matching task appears in conversation — the agent loads these instructions on demand.

## Steps

1. Pair every speed metric with quality metric (FT time ↔ FCR)
2. Set SLAs per severity tier from customer commitments, not aspirations
3. Measure CSAT post-resolution with effort-score alternative for complex cases
4. Report first-contact-resolution honestly; define 'resolved' strictly
5. Review metric-gaming vectors quarterly with agents themselves
6. Publish team dashboards transparently; hidden metrics breed distrust

## Common Pitfalls

- Closing tickets fast to hit handle-time targets
- CSAT surveys only after easy wins skewing samples

## Commands

**Install with skills CLI**
```bash
npx skills add aniruddhaadak80/skills --skill metrics-quality-support-metrics-framework
```

**Install globally**
```bash
npx skills add aniruddhaadak80/skills --skill metrics-quality-support-metrics-framework -g
```

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Part of [aniruddhaadak80/skills](https://github.com/aniruddhaadak80/skills) · Browse all at https://skills.sh/aniruddhaadak80/skills