Resolution Time

What is resolution time?

First response time tells you how quickly customers hear back. Resolution time tells you how quickly their problem goes away. It runs from the first message to the moment the issue is resolved and the conversation or ticket is closed.

Reopened conversations matter. If a customer comes back because the fix didn't work, the clock should reflect it, or your resolution time looks better than the experience was.

Measuring it fairly

Use business hours and exclude time spent waiting on the customer. Report the median and the slowest tenth separately: the median shows the everyday experience, the tail shows where customers get stuck. Break it down by team, channel and topic to find the slow paths.

Reducing resolution time

Long resolution times usually come from hand-offs: to another team, to engineering, back to the customer. Route to the right team the first time, give agents the context to solve it without asking, and link engineering issues to the ticket so the status updates itself.

Resolution time in Quackback

Quackback reports time to close and resolution rate next to first response time. SLA policies can set a time-to-close target for conversations, and tickets get their own time-to-resolve clock. Clocks follow your office hours and pause while a conversation is snoozed or waiting on the customer. Tickets linked to GitHub, Jira or Azure DevOps issues pick up the issue's state, so the ticket moves when engineering does.