Benchmarks for New Metrics

Hey everyone, hope you’re doing well!

We’re going to better and more closely track some additional metrics for our team, most notably Average Handle Time, Total Resolution Time, and First Contact Resolution Rate.

I’m curious if anyone is willing to share numbers from their org for these metrics, or at least a ballpark? Just want to have some sort of benchmarks for where we’re at as we try to improve on these.

Thank you!

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