SLA metrics

Click to access Zendesk_WP_Top_10_Monitor_Health_of_Help_Desk.pdf

https://blog.servicerocket.com/adoption/blog/2014/08/5-best-sla-metrics-high-performing-service-desks

https://www.kayako.com/glossary/first-response-time

https://support.freshdesk.com/support/solutions/articles/226861-how-are-fcr-first-response-sla-and-average-first-response-time-metrics-calculated-for-agent-perfo

https://support.freshdesk.com/support/solutions/articles/213166-first-response-sla-helpdesk-in-depth-