title = "Support Quality and Performance Metrics"

content = """
Ganges Valley Tech tracks support performance through metrics
that align with SLA and customer satisfaction goals. Agents
should understand how their work is measured.

**Key Metrics:** First Response Time, Resolution Time, CSAT,
reopen rate, and tickets per agent. Targets vary by tier and
product.

**Improvement:** Use metrics to identify patterns. High
reopen rate may indicate premature closure; low CSAT may
point to communication or resolution gaps.

**Balance:** Quality over speed. Rushed responses that
require follow-up hurt metrics more than a slightly
slower but complete first response.
"""  # noqa: E501

version = "0.0.1"
