• Ticket Resolution Time: Average time to resolve a customer issue ¬– Creation time Vs Closure Time (95% of Tickets resolved within the SLA (Service Level Agreement) • Ticket Escalation Rate: Number of Issues resolved without any further support – % of issues closure by his own. • CSAT: Customer Satisfaction Score – CSAT Should be at least 4 out of 5, means a Positive Customer Experience • Knowledge Base Contribution: The high contribution rate indicates a commitment to enhancing self-service resources for users. • Able to step up for additional requirement or Stretched tasks – More than 1 assignment (as per Organisation need) • Technical skills improvement: Complete 2 technical sessions per quarter or as agreed.
