Help center Core configuration People, teams & access Configure KPI scorecards Updated Monday, October 26, 2026 · Marc Staine KPI scorecards turn selected service metrics into consistent performance thresholds. Scope and inheritance let organization defaults be refined for divisions and teams with different responsibilities. Applies to: Supportbench Core. Location: Settings → Organization → KPI scorecards. Access and available controls depend on your role and account capabilities. Before you begin You need permission to edit this configuration. Ask an administrator if the page is available but its editing controls are not.Review the current configuration and where it is used before making a change. Available choices depend on your account, enabled modules, division access and role.Use a test record or a controlled test account for behavior checks. Do not change production routing or send customer messages just to try an example. Configure and verify Open Settings → Organization → KPI scorecards.Find the item in the list and open it, or choose the page’s new-item action.Enter a clear name and description. Set the fields below, including any scope, hierarchy, visibility or availability controls.Save the item and resolve any validation message. Reopen it to confirm the saved values.Check the relevant selection list or form using a user with the intended access. Repeat for an excluded user or division when scope is restricted. Settings reference Scope and activationSettingWhat it controlsHow to chooseNameIdentifies the scorecard.Include the audience or service purpose.ScopeThe existing organization baseline, or a Division or Team override. The organization baseline has protected scope and activation controls.Choose the narrowest scope that needs different targets.TargetThe division or team for the selected scope.Review inheritance before creating an override.ActiveMakes the scorecard available to the nightly processing.Enable after reviewing all selected metrics and thresholds. MetricsSettingWhat it controlsHow to chooseUseIncludes a metric in the scorecard.Choose metrics the team can interpret and act on.WeightThe metric’s relative contribution.Avoid letting several similar metrics unintentionally dominate the result.Fail / Warning / SuccessNumeric threshold values for the metric.Use the metric’s direction and units. Do not copy time targets into percentage fields.Minutes helperConverts days, hours and minutes for time-based thresholds.Verify the resulting minutes before saving.Metric groupsResponse-time, case-efficiency, customer-survey, AI experience and AI QA measures.Select available measures relevant to the team; exact choices depend on supported capabilities. Metric reference: ResolutionSettingWhat it controlsHow to chooseAverage Close TimeAverage minutes from case creation to closure; lower is better. Unit: minutes.Lower values meet the target. Set Success below Warning and Fail. Use a representative service baseline.80th Percentile Close TimeThe minutes where 80% of cases closed at or below that time; lower is better. Unit: minutes.Lower values meet the target. Set Success below Warning and Fail. Use a representative service baseline.Same Day Close %Percent of closed cases resolved on the same day they were created; higher is better. Unit: percent.Higher values meet the target. Set Fail below Warning and Success. Use a representative service baseline.Closed Within 7 Days %Percent of closed cases resolved within seven days; higher is better. Unit: percent.Higher values meet the target. Set Fail below Warning and Success. Use a representative service baseline.Closed Within 14 Days %Percent of closed cases resolved within fourteen days; higher is better. Unit: percent.Higher values meet the target. Set Fail below Warning and Success. Use a representative service baseline.Closed Within 30 Days %Percent of closed cases resolved within thirty days; higher is better. Unit: percent.Higher values meet the target. Set Fail below Warning and Success. Use a representative service baseline.Reopen %Percent of closed cases that were reopened; lower is better. Unit: percent.Lower values meet the target. Set Success below Warning and Fail. Use a representative service baseline.Escalation %Percent of cases that were escalated during the period; lower is better. Unit: percent.Lower values meet the target. Set Success below Warning and Fail. Use a representative service baseline.De-escalation %Percent of cases that were de-escalated after escalation. Unit: percent.Lower values meet the target. Set Success below Warning and Fail. Use a representative service baseline. Metric reference: ResponseSettingWhat it controlsHow to choosePositive SLA %Percent of SLA measurements that were met successfully; higher is better. Unit: percent.Higher values meet the target. Set Fail below Warning and Success. Use a representative service baseline.Average First ResponseAverage minutes before the first agent response on a case; lower is better. Unit: minutes.Lower values meet the target. Set Success below Warning and Fail. Use a representative service baseline.80th Percentile First ResponseThe minutes where 80% of first responses happened at or below that time; lower is better. Unit: minutes.Lower values meet the target. Set Success below Warning and Fail. Use a representative service baseline.Average ResponseAverage minutes between customer activity and agent response; lower is better. Unit: minutes.Lower values meet the target. Set Success below Warning and Fail. Use a representative service baseline.80th Percentile ResponseThe minutes where 80% of agent responses happened at or below that time; lower is better. Unit: minutes.Lower values meet the target. Set Success below Warning and Fail. Use a representative service baseline. Metric reference: SurveySettingWhat it controlsHow to chooseSurvey Response %Percent of sent surveys that received a customer response; higher is better. Unit: percent.Higher values meet the target. Set Fail below Warning and Success. Use a representative service baseline.NPSNet Promoter Score from customer survey responses; higher is better. Unit: NPS points.Higher values meet the target. Set Fail below Warning and Success. Use a representative service baseline.CSATCustomer satisfaction score from completed surveys; higher is better. Unit: percent.Higher values meet the target. Set Fail below Warning and Success. Use a representative service baseline.Chat CSATCustomer satisfaction score from completed chat surveys; higher is better. Unit: percent.Higher values meet the target. Set Fail below Warning and Success. Use a representative service baseline.CESCustomer effort score from completed surveys; lower is better. Unit: percent.Lower values meet the target. Set Success below Warning and Fail. Use a representative service baseline. Metric reference: AI ExperienceSettingWhat it controlsHow to chooseAI FCRAI-estimated first contact resolution score; higher is better. Unit: percent.Higher values meet the target. Set Fail below Warning and Success. Use a representative service baseline.AI CSATAI-estimated customer satisfaction score; higher is better. Unit: percent.Higher values meet the target. Set Fail below Warning and Success. Use a representative service baseline.AI CESAI-estimated customer effort score; lower is better. Unit: percent.Lower values meet the target. Set Success below Warning and Fail. Use a representative service baseline. Metric reference: AI QASettingWhat it controlsHow to chooseAI QA OverallOverall AI QA score across evaluated case interactions; higher is better. Unit: percent.Higher values meet the target. Set Fail below Warning and Success. Use a representative service baseline.Product KnowledgeAI QA score for product knowledge shown in the interaction; higher is better. Unit: percent.Higher values meet the target. Set Fail below Warning and Success. Use a representative service baseline.EmpathyAI QA score for empathy and customer care in the interaction; higher is better. Unit: percent.Higher values meet the target. Set Fail below Warning and Success. Use a representative service baseline.ExplanationAI QA score for clarity and completeness of the explanation; higher is better. Unit: percent.Higher values meet the target. Set Fail below Warning and Success. Use a representative service baseline.LanguageAI QA score for language quality and readability; higher is better. Unit: percent.Higher values meet the target. Set Fail below Warning and Success. Use a representative service baseline.ValidationAI QA score for validating the customer's issue and context; higher is better. Unit: percent.Higher values meet the target. Set Fail below Warning and Success. Use a representative service baseline.PolitenessAI QA score for respectful and professional tone; higher is better. Unit: percent.Higher values meet the target. Set Fail below Warning and Success. Use a representative service baseline.Clear Follow-upAI QA score for clear next steps and follow-up expectations; higher is better. Unit: percent.Higher values meet the target. Set Fail below Warning and Success. Use a representative service baseline.SolutionAI QA score for providing a useful solution or path forward; higher is better. Unit: percent.Higher values meet the target. Set Fail below Warning and Success. Use a representative service baseline.ToneAI QA score for tone fit and professionalism; higher is better. Unit: percent.Higher values meet the target. Set Fail below Warning and Success. Use a representative service baseline.GrammarAI QA score for grammar and writing quality; higher is better. Unit: percent.Higher values meet the target. Set Fail below Warning and Success. Use a representative service baseline. How the overall score is calculatedSettingWhat it controlsHow to chooseWeightA relative contribution, not a requirement that weights sum to 100. A successful metric earns its full weight, an intermediate result half, and a failed result none.Choose weights deliberately; several similar measures can otherwise dominate the result.Missing and intermediate resultsChat CSAT with no determined result is excluded from the overall denominator. Other included indeterminate results receive half weight.Inspect the underlying measurements and survey coverage before interpreting the overall score.Zero valuesA numeric zero is treated as success before ordinary threshold comparison. A missing value is different from zero.Check the source data when a zero produces an unexpectedly successful metric.Blank Warning / 80th Percentile ResponseBlank Warning uses Fail as the boundary. Previously saved 80th Percentile Response settings without Fail compare against a positive Success target, otherwise use an intermediate result.Use explicit reviewed thresholds for new configurations and verify retained scorecards before editing. Behavior to knowInheritance follows organization → division → team. Agents without an explicit agent card use their primary team’s metrics.There are no universal recommended numeric thresholds; select them for the service commitment and metric.The default organization card has protected scope and Active controls. Create Division or Team overrides; the editor does not create another organization default.CES, AI CES and De-escalation use lower-is-better comparison in scoring. Verify the actual calculation and units when interpreting a label or chart. Recommended use Use terminology that agents and customers already understand. Explain the intended meaning in the description.Keep the initial configuration small enough for people to choose consistently. Add options when they represent a real operational difference.Review existing references before renaming, changing scope, or deleting. Where supported, deactivate an obsolete option before considering permanent deletion. Worked example Open and review the existing organization baseline scorecard.Select a manageable set such as first-response time, closure efficiency and customer satisfaction.Set weights and thresholds using agreed service targets and the correct units.Create a division or team override only where its responsibilities justify different targets.Save and review results after the nightly process runs; investigate unexpected values before changing targets. Troubleshooting ProblemWhat to checkThe item is missing from a picker.Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.The form rejects a save.Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.An existing record still shows an old value.A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed. Related configuration Organization → Configure teams and SLA availabilityOrganization → Configure divisionsOrganization → Configure agents, profiles and availabilityCustomer surveys → Configure customer survey forms Was this article helpful? Yes No Thank you for your feedback.