Agree four to six customer support KPIs before the agent's first shift, and write down how each one is defined, measured and reviewed. A strong starting set is first response time, resolution time, quality score, customer satisfaction, escalation rate and schedule adherence. Balance speed measures with quality measures, allow a ramp-up period and set targets from your own data. On DonutJobs you can name your KPIs in the role post, hire an agent whose profile shows English, typing and voice results, and use the time tracking included in paid plans to check schedule adherence from the first shift.
The KPIs Worth Agreeing
1. First response time
How long a customer waits for the first reply. It is the most visible measure of support. DonutJobs' guide to the different kinds of customer support roles you can hire explains the channels. Customers commonly expect email replies within about four hours and social replies within about an hour, and live chat can resolve a query within about two minutes of first response. Use these as context and set your own targets from your own data.
2. Resolution time
How long it takes from the customer's first message to the issue being solved. Agree whether it is measured in hours or business days, and how pauses, such as waiting for a customer reply, are counted.
3. Quality score
A score from a review of a sample of conversations against a checklist covering accuracy, tone, clarity, following policy and the right next step. Agree the checklist and the sample size in advance.
4. Customer satisfaction (CSAT)
The share of customers who rate the interaction positively in a short survey. Look at the trend rather than a single week when volumes are small.
5. First contact resolution
The share of issues solved in the first interaction. It shows whether the agent has the knowledge and authority to finish the job.
6. Escalation rate
How often the agent hands a case to someone else. A very high rate can point to a training or permissions gap, and a rate near zero can mean the agent needs encouragement to escalate when needed.
7. Reopen rate
How often a closed case comes back. It is a useful check that quick closes are real resolutions.
8. Schedule adherence and availability
Whether the agent starts and ends shifts on time, covers the agreed hours and follows breaks. For remote roles this is as important as any customer measure. Time tracking is included in paid DonutJobs plans, so hours sit in the same place as your hiring records.
9. Volume handled
How many chats, emails or tickets the agent handles per shift. Use it for planning and context rather than as a target to maximise.
How to Choose Which to Use
Pick four to six, include at least two that measure quality and at least one that measures speed, and match them to your channel:
|
Channel |
Suggested core KPIs |
|---|---|
|
Live chat |
First response time, quality score, CSAT, schedule adherence |
|
|
First response time, resolution time, quality score, reopen rate |
|
Social DMs |
First response time, quality score, escalation rate, schedule adherence |
|
Technical support |
Resolution time, first contact resolution, quality score, escalation rate |
A KPI Agreement Template
Copy this into a shared document and fill in the brackets with your agent before the first shift:
- KPI name: [for example first response time]
- Definition: [what is counted, from when to when, which channels]
- How it is measured: [tool, report or review method]
- Target after ramp-up: [your own number or range]
- Ramp-up period: [for example the first [number] weeks, with gentler targets]
- Review schedule: [weekly for the first month, then monthly]
- If a target is missed: [for example a coaching conversation]
Repeat for each KPI and keep the document to one page.
Set Targets From Your Own Data
- Look at your current numbers, even from before the new agent
- Set a ramp-up target that is gentler than your final one
- Review after four weeks and adjust to what is realistic for your products, channels and volumes
- Put customer-facing targets in context: a complicated product will have longer resolution times than a simple one
Your own baseline is the most relevant guide, and published figures can serve as a rough cross-check.
Hire and Onboard a Support Agent on DonutJobs
Get the KPI page in front of the agent before day one.
- Create your account and post a Customer Support Agent role, naming the channels and the KPIs you plan to track. The Free plan includes one active post.
- On Agency or Pro, filter applicants with knockout questions for hours, tools and channel experience in the Formbuilder.
- Review internet speed, English level, typing speed and voice tone on each profile, then run a trial task.
- Send the KPI agreement template through in-app chat. On Agency or Pro the chat syncs to the ATS, so the conversation sits with the candidate's record.
- On paid plans, use time tracking to measure schedule adherence from the first shift. Our guide on onboarding a new virtual assistant in the first 30 days shows how to structure the first weeks.
Practical Use Cases
A small store hiring a first agent can agree three KPIs: first response time, quality score and schedule adherence. A growing team adding overnight cover can add resolution time and escalation rate. An agency supporting several clients can use the template for each client. Our guide on how many hours of support coverage you need per day helps you plan the hours the KPIs apply to.
KPIs are easier to set when you know where the agent starts. DonutJobs profiles show English level and typing speed results, which help you judge fit for a channel before the first shift, and your trial task gives you your own baseline for quality. Paid plans include time tracking, which helps you compare hours worked with the shifts you agreed.
Give a new agent a ramp-up period, the knowledge base they need and a named person to ask, so the targets you set are ones they can meet. Read a satisfaction score in context, because a late delivery can move it for reasons outside the agent's control. Employment and contractor rules vary by place, so check what applies where you and your agent are based. This article is general information, not legal advice.
FAQ
How many KPIs should I set for a support agent?
Four to six is enough. That keeps it clear for the agent which measures matter most.
What is a good first response time?
It depends on the channel and your business. Customers commonly expect email replies within about four hours and social replies within about an hour, and live chat can resolve a query within about two minutes of first response. Set your own targets from your own data.
Should new agents have targets in the first weeks?
Give them a ramp-up period with gentler or no targets while they learn, then review and adjust.
How do I measure quality?
Review a sample of conversations each week against a checklist for accuracy, tone, clarity, policy and next step.
How can I check an agent's hours on DonutJobs?
Time tracking is included in paid plans, so you can compare hours worked with the shifts you agreed.
Agree the numbers before the first shift, make them fair and review them together. A page of clear expectations saves weeks of confusion.
Post your role, review pre-tested support agents and start with a KPI page on day one. Create your free DonutJobs account or browse customer support agents now.