10 Email-Based Customer Support KPIs

The average time an agent spends on an email, from reading it to sending a response.

The number of unresolved or unopened emails at any given time.

The percentage of email cases that were marked as resolved but had to be reopened due to the issue not being adequately addressed.

The average number of email interactions required to resolve a customer's issue.

The percentage of emails sent using predefined templates versus manually written emails.

Email Volume measures the number of emails or inquiries your team receives via email during a specific time period.

The average time taken for one support agent to respond to another agent's internal query or request related to an email case, in minutes.

The number of customer emails that were overlooked or not responded to.

The number of emails sent to customers proactively, not as a direct response to a customer's email.

The average time it takes from the initial customer email to the resolution of their query or issue (hours or days).