Definition
The first line of technical or customer support, handling common, well-documented issues using standard scripts and troubleshooting guides.
Cite this definition
"L1 Support (Tier 1 Support)", Infusion Business Intelligence Glossary, https://www.infusionbi.com/glossary/L1Support
Business Importance
A strong L1 tier resolves the majority of incoming volume without escalation, which is what keeps AHT and cost-per-ticket low.
Industry Examples
An L1 agent walking a customer through a password reset using a documented step-by-step guide.
Related Terms
Related Service
How Infusion BI delivers this:
Customer Experience (CX)
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