Resolution Time
Resolution Time
Communication
The total time from when a customer inquiry is received until the issue is fully resolved.
What is Resolution Time?
Resolution Time measures the total duration from when a customer reaches out until their issue is completely resolved. It's a key indicator of support efficiency.
Factors affecting resolution time:
- Issue complexity
- Agent expertise
- Tool efficiency
- Cross-team dependencies
- Customer responsiveness
Improvement strategies:
- Knowledge base and documentation
- Agent training and specialization
- Automation for routine issues
- Escalation processes
- Self-service options
Formula
Average resolution time = Total time to resolve tickets ÷ Number of resolved tickets
Example
For example, a team resolves 200 tickets in a week, with a combined 1,000 hours from first message to resolution. Its average resolution time is 1,000 ÷ 200 = 5 hours. Tracking the median as well keeps a few very slow tickets from hiding how fast most issues are solved.
Why Resolution Time Matters
Faster resolution times improve customer satisfaction and reduce support costs.
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