The formula to calculate the Escalation Rate (ESR) is:
\[ ESR = \frac{E}{ST} \times 100 \]
Where:
The Escalation Rate (ESR) is a percentage that represents the proportion of support tickets that have been escalated to higher-level support or management. It is a key performance indicator in customer support and helpdesk operations, as a high escalation rate may indicate challenges in resolving issues at the initial support level.
Let's consider an example:
Using the formula to calculate the Escalation Rate (ESR):
\[ ESR = \frac{15}{500} \times 100 = 3\% \]
This means that 3% of the support tickets have been escalated.
