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First contact resolution, backlog age distribution, contact reasons by cause, and resolution time by issue type rather than in aggregate.
Each answers something you would act on. An aggregate resolution time across all issue types is an average of unrelated things and moves for reasons nobody can identify.
First response time, once it becomes a target, is met with an automated acknowledgement that resolves nothing.
Tickets closed per agent rewards closing quickly rather than solving. And any average that mixes issue types hides the distribution, which is where the information actually is.
As a target, largely. It is met with automated acknowledgements that resolve nothing.
Contact reason by cause. It turns volume into an owned, fixable problem.
Distribution. Averages hide the old tickets that do the damage.
Half an hour with your own data usually saves reading three of these. The guides will still be here afterwards.