Support Efficiency: Build Requester Wait Time (RWT) KPI and decrease by 10% => 80%, metrics available to track

While evaluating our overall team efficiency within the scope of our current KPIs of SSAT and Reply Times, we want to look into the next level of metrics that we can improve on as a team to further improve our efficiency and customer experience. Initial approach will look something like;

1. Establish a baseline of the median open ticket status timers and correlation to customer satisfaction.
2. Define and execute to 3 areas of opportunity to improve, i.e. lower, the RWT while maintaining quality responses.
3. Measure the impact on median RWT and SSAT.