Calculate the percentage of support tickets escalated, or solve for either ticket count. The separate compound-change modes retain calculations for initial value, future value and rate per period.

Count distinct escalated tickets once, using the same ticket population and time period.

Related Calculators

Escalation Rate Formula

For support tickets, count each distinct escalated ticket once and use the same ticket population and reporting period for both counts. The examples below use this ticket-rate definition.

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 ticket escalation percentage, divide escalated tickets by total support tickets and multiply by 100. In the separate compound-change modes, future value = initial value × (1 + rate / 100)periods. Use consistent value units and periods, with no intervening additions or withdrawals.

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 = ?