Problem Resolution Ratio

My company uses a 3-tier support system in the IT department. Our manager feels that our tier 1 group should be resolving 80% of the calls recceived. We are trying to show her that when calls are sent to our tier 2, it isn’t always for lack of knowledge. A lot of times, the tier 1 agents don’t have the security as the tier 2 agents.

I am hoping to see what some other companies’ expectation is, and what the actual ratio is.