Resolution time

Edited

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

  • Overview report (Note: this metric is calculated based on conversation stages)

    • Main metrics cards

    • Changes over time chart

    • Replies chart

FAQ

N/A