We have enabled more tags. When you post a discussion or reply to a question, add tags. They have full search capability. Try it!
What Metrics or KPIs do you use to measure your Tier III Support team?
We use the standard KPIs for our Tier I, client-facing folks (CSAT, Case Age, Quality, Abandonment, etc.), but our technical support team (aka Tier II, Tier III, Application Support team) is our "escalation" team that mostly handles bug fixes and defects using SQL and backend access.
They are not as directly client-facing (they don't answer inbound volume), but they do assist with more technical client cases escalated by the Tier I team. Standard support KPIs don't seem applicable, but I would love to hear how other companies measure the performance or efficiency of their more technical teams that still fall under the Support umbrella.