Ticket Escalation Rate
Ticket Escalation Rate: Percentage of tickets escalated to higher tier or engineering.
Formula
Ticket Escalation Rate = Escalated tickets / Total tickets × 100Computable definition
The canonical formula in the GASP formula grammar. The MCP server compiles it to SQL over the datasets listed below.
count_distinct(field.ticket_id where field.escalated = true) / count_distinct(field.ticket_id)Unit: percent (the formula yields an unscaled ratio)
Data requirements
Grain: Per event · Frequency: Per ticket · Aggregation: event · Staged: no · Main source: Help Desk.
| Field | Dataset | Type |
|---|---|---|
created_at | ticket | timestamp |
escalated | ticket | boolean |
ticket_id | ticket | string |
Example SQL (Postgres)
SELECT (CAST((SELECT COUNT(DISTINCT ticket_id) FROM ticket WHERE created_at >= :period_start AND created_at < (:period_end + INTERVAL '1 day') AND escalated = TRUE) AS DOUBLE PRECISION) / NULLIF((SELECT COUNT(DISTINCT ticket_id) FROM ticket WHERE created_at >= :period_start AND created_at < (:period_end + INTERVAL '1 day')), 0)) AS ticket_escalation_rate From an agent: with the GASP MCP server, call
lookup_metric({ "name": "Ticket Escalation Rate" }) or generate_query({ "metric": "Ticket Escalation Rate", "adapter": "<your adapter JSON>" }).
Benchmarks
- Below 5%: Well-handled at Tier 1
- 5-15%: Normal
- Above 15%: May indicate training gaps or product issues
What It Tells You
Issue complexity and Tier 1 capability.