# What are the metrics you track? How do you draw inferences using those metrics?

Goals – Customer Success and Experience

##### Post Metadata
- Posted at: over 7 years ago
- Net upvotes: 1


## Comments
### Comment 1

Equinox tracks 2 sets of metrics – Basic, which we learn in Contact Management 101, and Advanced, which most chat support companies fail to or consider trivial to track.

The Basic metrics are:
 CSAT (Customer Satisfaction, which includes Issue Resolution and Agent Score)
 ASA (Average Speed of Answer / Average Response Time)
 AHT (Average Handling Time)
 Abandonment Rate
 Internal Quality Score

These are brilliant methods of goal tracking but give little information on performance.

The Advanced metrics we track are:
 Contact Rate (No. of times customer reaches to Support in a month)
 Health Score (Customer’s usage of your product)
 First Contact Resolution (Percentage of support requests closed at first contact)
 Internal Touch points (No. of people the customer interacts with to resolve a single issue)
 Social Reputation (Positive mentions minus Negative mentions about your product / company across all social media platforms)

These metrics give us an in-depth information about the overall performance of Equinox Agents’ Team, the Customer Experience and Success score.

##### Comment Metadata
- Posted at: over 7 years ago




## Related Product
[Equinox Agents](https://www.g2.com/products/equinox-agents/reviews)

## Related Category
[Managed Live Chat](https://www.g2.com/categories/managed-live-chat)

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