Timeliness of Issue Resolution Metric

Measure the number of issues raised that are solved within an appropriate amount of time.

Time to Resolution

Overview

The Timeliness of Issue Resolution metric helps your team gain insight into how effective and efficient they are at addressing and fixing reported issues. While issues are bound to happen, it is important that they are resolve within a suitable period of time.

Formula

(Issues raised by customers that are resolved within a given time period / Total number of issues raised)x100

Reporting frequency

Weekly

Example of KPI target

85% resolved

Audience

Support Manager, Support Team

Variations

Problem calls received from customers that are satisfactorily resolved within a given time period

Related Metrics & KPIs

Speed of Answer

Speed of Answer (SA)

Csr Occupancy

Customer Service Representatives (CSR) Occupancy

Same Day Resolutions

Queries Resolved in the Same Day

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