15+ Support Team Productivity Statistics (2026)
Converge Team
Data on support agent productivity, workload management, and efficiency benchmarks.
Key Highlights
- 400 Average tickets handled per agent per month (Freshworks Global Benchmark Report, 2025)
- 65% Average agent utilization rate (Salesforce State of Service, 2025)
- 8 min Average handle time per conversation (Intercom Customer Support Trends, 2025)
- 3.2 Average concurrent conversations per chat agent (Salesforce State of Service, 2025)
- 40% of agent time spent on non-customer-facing tasks (Salesforce State of Service, 2025)
Workload
Efficiency Drivers
Methodology & Sources
These statistics are compiled from the following industry reports and research:
- • Freshworks Global Benchmark Report
- • Salesforce State of Service
- • Intercom Customer Support Trends
- • Freshworks Global Benchmark Report
- • Salesforce State of Service
- • Intercom Customer Support Trends
Frequently Asked Questions
Key stats: 400 Average tickets handled per agent per month. 65% Average agent utilization rate. 8 min Average handle time per conversation. See all 15+ statistics on this page.
These statistics are sourced from industry reports including Freshworks Global Benchmark Report, Salesforce State of Service, Intercom Customer Support Trends. Each statistic includes its specific source and year.
We update these statistics annually as new industry reports are published. The current data reflects 2025-2026 reports from major analytics providers and research firms.
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