Hi Team, 

We have a requirement for setting and measuring the KPI based on the the following while resolving the ticket:

1. First Response Time: We need to take report where in First response time can be recorded and the parameter need to taken in report with actual value and if the set response time has been violated or not.
   
2. First Contact Resolution Rates: How to check how many tickets have been  transferred to higher level of support .
   
3. Customer Satisfaction: the customer needs to be given a way to rate and review the service provided. We’ll need to measure the ratio of the number of surveys sent to customers compared to the number of surveys completed by them.
   

regards,