Support KPI Examples | Time to Resolve Complaints

Time to Resolve Complaints

Measure the total amount of time it takes to resolve issues.

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Formula

(Time spent solving issue A + Time spent solving issue B + Time spent solving issue C +...+ Time spent solving issue N)/Total number of issues solved

Services

Freshdesk Dashboard | Freshdesk logo Help Scout Dashboard | Help Scout Logo LiveAgent Dashboard | LiveAgent Logo Zendesk Dashboard | Zendesk logo

Role

Analyst, Manager

Overview

The Time to Resolve Complaints metric gives you insight into not only the length of time that should be allocated for particular issues, but also how efficient your support agents are at resolving those issues.

Formula

(Time spent solving issue A + Time spent solving issue B + Time spent solving issue C +...+ Time spent solving issue N)/Total number of issues solved

Reporting frequency

Monthly

Example of KPI target

5 minutes

Audience

Support Manager, Support Team

Variations

Complaint resolution time

Time to solve a complaint

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