Formula
Escalation Rate = (Number of Escalated Cases ÷ Total Cases) × 100
Calculation Example
If a company resolves 5,000 cases and escalates 500, Escalation Rate = (500 ÷ 5,000) × 100 = 10%
Data Source
CRM software, helpdesk platforms
Tracking Frequency
Weekly, Monthly, Quarterly
Optimal Value
Lower is better; fewer escalations indicate better frontline support.
Minimum Acceptable Value
A high escalation rate suggests poor training or unclear resolution processes.
Benchmark
Industry benchmarks: SaaS ~5-15%, E-commerce ~3-10%, Telecom ~8-20%
Recommended Chart Type
Bar chart (to compare teams), Line chart (to track trends)
How It Appears in Reports
Displayed in customer support reports to assess issue complexity.
Why Is This KPI Important?
Indicates how well customer support can resolve issues at first contact.
Typical Problems and Limitations
May not reflect all issues; some cases may be escalated unnecessarily.
Actions for Poor Results
Improve frontline agent training, refine knowledge base, enhance first-contact resolution processes.
Related KPIs
Support Ticket Volume, Average Resolution Time, First Response Time
Real-Life Examples
A telecom company reduced escalation rate from 15% to 7% by providing better frontline agent training.
Most Common Mistakes
Focusing on reducing escalations without ensuring issue resolution quality.
