Resolution time

Note: The information in this article applies to conversations using ticket statuses. If you’re assigning conversation stages to your conversations using rules, see the metric calculations here.

Term name	Resolution time
Purpose	Track conversations for which the work is considered done.
Definition	Time from the start of a resolved conversation segment, to its last resolution. Takes business hours and shifts into consideration.
Location & attribution	Workload report Key metrics chart Workload over time graph Busiest times heatmap Efficiency chart Resolution report Key metrics chart Resolution over time graph Resolution by tag table Overview report (Note: this metric is calculated based on conversation stages) Main metrics cards Changes over time chart Replies chart
FAQ	N/A

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