Full Resolution Time

Date created: Mar 13, 2022  •   Last updated: Mar 24, 2022

What is Full Resolution Time?

Full Resolution Time is the time duration between the ticket creation date and the ticket solved or closed date. Along with a solution that helps the customer and solves the problem, the less time it takes to get to a resolution is good for you and good for the customer. Resolution time is usually measured in hours or days.

Alternate names: Mean Time to Repair (MTTR), Average Solution Time

Full Resolution Time Formula

ƒ Average(FullResolutionTime)
ƒ Sum(Resolution Time of Closed Tickets)/Count(Closed Tickets)

How to calculate Full Resolution Time

At your call centre, 30 customer support tickets reached resolution and were closed in one month. These 30 closed tickets took your team a total of 108,000 minutes, from the ticket creation date to the ticket solved date. The Full Resolution Time for that month is 108,000 minutes / 30 tickets = 3,600 minutes or 2days and 30mins.

Start tracking your Full Resolution Time data

Use Klipfolio PowerMetrics, our free analytics tool, to monitor your data. Choose one of the following available services to start tracking your Full Resolution Time instantly.

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How to visualize Full Resolution Time?

Use a single value or a line chart to keep track of Resolution Time and how you are comparing to the previous time period.

Full Resolution Time visualization example

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Full Resolution Time

5 days

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0.12

vs previous period

Summary Chart

Here's an example of how to visualize your current Full Resolution Time data in comparison to a previous time period or date range.
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Full Resolution Time

4.63 days

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0.12

vs previous period

Summary Chart

Here's an example of how to visualize your current Full Resolution Time data in comparison to a previous time period or date range.

More about Full Resolution Time

Full Resolution Time is an important metric for any success or support team to understand. As opposed to First Response Time, which favours immediacy over quality, Full Resolution Time is very much a quality metric in that it requires the issue to be solved and closed. Ideally, these two metrics should be as close together as possible, meaning your team has a high First Contact Resolution Rate - a key driver of customer satisfaction and loyalty.

Some measurement nuances for Full Resolution Time are whether or not you measure this based on a business or calendar basis, and of course how you or your customer support software defines "closed" tickets - pending tickets that are waiting on a customer reply, or aggressive settings that prematurely close tickets.

As with any metric, analyze Resolution Time by channel, by support agent, by product and so on. Doing this will help you understand what's working really well, and what needs attention.

Full Resolution Time Frequently Asked Questions

What is a good full resolution time?

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Benchmarks for Resolution Time will vary greatly depending on the complexity of the product you are supporting - from a few minutes, usually with a high First Contact Resolution Rate, to a few months. Measure against your own historical norms and as always, keep the customer well informed about progress.

How do I improve time to resolution?

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The top three ways to lower resolution time are 1) adopt a more synchronous approach such as using live chat, 2) ensure you have good knowledge coverage and a way to triage support tickets as they happen, and 3) start by always listening, understanding, and then helping!

Recommended resources related to Full Resolution Time

Time to Resolution: What is it, why it matters, and how to reduce it. By Help Scout.