In the Customer Support Efficiency tree · Level 2
How Escalation Rate is calculated
Escalated ÷ Total
Tickets escalated to tier 2+.
- Type
- Leading
- Cadence
- Weekly
- Rolls up to
- First Contact Resolution (FCR)
Leading indicator · Weekly
Escalation Rate
Tickets escalated to tier 2+.
From library to execution
A KPI tree on paper is a plan. In KPI Fire it's a system.
Import any tree, assign metric owners, connect data, and launch improvement projects the moment a leading indicator drifts.
- Live scorecards & catchball
- Strategy deployment (Hoshin)
- Kaizen & project tracking
- Automated red/green alerts
- See KPI Fire in action