Enter the number of escalations and the number of support tickets into the Escalation Rate Calculator. The calculator will evaluate the Escalation Rate. 

Escalation Rate Formula

The following two example problems outline the steps and information needed to calculate the Escalation Rate.

ESR = E / ST * 100
  • Where ESR is the Escalation Rate (%)
  • E is the number of escalations 
  • ST is the number of support tickets 

To calculate the escalation rate, divide the number of escalations by the number of support tickets.

How to Calculate Escalation Rate?

The following example problems outline how to calculate Escalation Rate.

Example Problem #1:

  1. First, determine the number of escalations.
    • The number of escalations is given as: 30.
  2. Next, determine the number of support tickets.
    • The number of support tickets is provided as: 300.
  3. Finally, calculate the Escalation Rate using the equation above: 

ESR = E / ST * 100

The values provided above are inserted into the equation below and computed.

ESR = 30 / 300 * 100 = 10 (%)

Example Problem #2: 

For this problem, the variables required are provided below:

number of escalations = 40

number of support tickets = 100

Test your knowledge using the equation and check your answer with the calculator..

ESR = E / ST * 100 = ?