Average Resolution Time

The average duration taken by support agents to fully resolve or address customer inquiries or support tickets

What is Average Resolution Time?

Average Resolution Time is the average duration it takes for the support team to resolve a customer’s inquiry or issue. It’s a key performance indicator that reflects the efficiency and effectiveness of the support processes. 

How Does It Help with Customer Support?

  • Customer Satisfaction: A shorter resolution time often correlates with higher customer satisfaction 
  • Operational Efficiency: Monitoring Average Resolution Time allows you to continuously improve your internal processes. By identifying bottlenecks and streamlining workflows, you can enhance your team’s efficiency in delivering timely resolutions. 
  • Resource Optimization: Efficiently managing resolution times helps you allocate resources effectively. It ensures that your support agents can handle a higher volume of inquiries without compromising on the quality of service. 

Desk365's Role in Tracking Average Resolution Time

Desk365 plays a pivotal role in tracking and optimizing Average Resolution Time through its reporting features. It helps you generate customizable reports that provide a detailed breakdown of resolution times based on various criteria. This helps you identify patterns and areas for improvement. 

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Support Guide: Productivity reports in Desk365 

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