Escalation Rate
Escalation Rate: Percentage of tickets escalated to higher tier or engineering.
Formula
Escalation Rate = Escalated tickets / Total tickets × 100Benchmarks
- Below 5%: Well-handled at Tier 1
- 5-15%: Normal
- Above 15%: May indicate training gaps or product issues
What It Tells You
Issue complexity and Tier 1 capability.
GASP Standard v1 · Last updated