Frequently asked questions
- How do you calculate escalation rate?
- Divide the number of tickets passed to a higher tier or another team by all tickets handled in the period, then multiply by 100. 180 escalations out of 1,500 tickets is an escalation rate of 12.0%.
- How much do escalations cost?
- Multiply escalated tickets by the extra minutes each one takes compared with a ticket solved at tier 1, then convert to hours and apply a loaded hourly cost. 180 tickets × 33 extra minutes is 99 hours, or $2,970 at $30 an hour.
- What is a good escalation rate?
- It depends on your product and how your tiers are set up, so many teams track their own trend rather than a fixed target. Tagging each escalation with a reason for a month usually shows a few causes, such as missing access or training, that tier 1 could handle.
About the author
Abdessamad Ghanem
Customer Experience & Customer Success Consultant · Founder of Clarivoxx
Abdessamad Ghanem works across Customer Support, Sales, Customer Success, Account Management and Partner Management. He writes Clarivoxx Insights for B2B SaaS professionals who own retention, adoption and customer outcomes.