Task resolution time (avg)

Term name

Task resolution time (avg)

Purpose

Track the time it takes to resolve tasks.

Definition

Time from the creation of a task to its last resolution. Takes business hours and shifts into consideration.

Location & attribution

• Resolution report

  • Resolution by tag table (coming soon)

• Team performance report

  • Key metrics chart

  • Team performance table (coming soon)

• Workload report

  • Key metrics chart

  • Workload over time graph

  • Workload by inbox table (coming soon)

FAQ

• Task must be in a shared inbox with ticket statuses enabled to be counted in the metric.