Metric Guide

Time to Resolution


A key part of running a successful business is customer satisfaction. To ensure that customers are receiving the best experience possible, companies should measure the time it takes to resolve customer issues. This metric is known as “time to resolution” and is an important part of collecting data and assessing customer service performance.


Time to resolution is the amount of time it takes from when a customer issue is first reported until it has been resolved. Companies can track this metric in several different ways, depending on their individual needs. For example, customer service agents might record how long it took them to handle each incoming call or email, or there could be an automated system for tracking the time spent on each issue. Whatever method you choose, make sure that you have an accurate way of measuring the time from start to finish so that you can get a clear picture of your overall


Once you have established a process for measuring your time to resolution, the next step is to look at ways to optimize it further. There are various techniques you can use, such as streamlining processes or increasing staff resources in order to resolve issues more quickly. However, one of the most effective methods for improving customer service performance is providing staff with access to better data tools and resources that they can use while handling each case. If your team has access to detailed records and insights into customer behavior, they will be able to provide a much faster response and higher quality resolution. Time to resolution is an important metric for understanding how successfully your company resolves customer issues and ensuring that customers have a positive experience with your product or service. By establishing an accurate method for measuring time-to-resolution and utilizing better data tools and resources for your team, you can increase both efficiency and effectiveness in resolving customer cases—ultimately leading to improved customer satisfaction rates overall. With careful monitoring and optimization of this metric, head of data should be able see significant improvement in their team's performance over time!

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