{"id":19640,"date":"2019-07-15T00:00:00","date_gmt":"2019-07-15T07:00:00","guid":{"rendered":"https:\/\/www.helpshift.com\/glossary-term\/resolution-time\/"},"modified":"2024-02-23T01:00:11","modified_gmt":"2024-02-23T09:00:11","slug":"resolution-time","status":"publish","type":"glossary","link":"https:\/\/www.helpshift.com\/glossary\/resolution-time\/","title":{"rendered":"Resolution Time"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_63 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title \" >Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.helpshift.com\/glossary\/resolution-time\/#Why_Does_Time_to_Resolution_Matter_to_Customer_Service\" title=\"Why Does&nbsp;Time to Resolution&nbsp;Matter to Customer Service?\">Why Does&nbsp;Time to Resolution&nbsp;Matter to Customer Service?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.helpshift.com\/glossary\/resolution-time\/#How_Helpshift_Supports_Time_to_Resolution\" title=\"How Helpshift Supports&nbsp;Time to Resolution\">How Helpshift Supports&nbsp;Time to Resolution<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.helpshift.com\/glossary\/resolution-time\/#Additional_information_About_Time_to_Resolution\" title=\"Additional information About&nbsp;Time to Resolution\">Additional information About&nbsp;Time to Resolution<\/a><\/li><\/ul><\/nav><\/div>\n\n<p>Time to resolution&nbsp;is an average of the amount of time it takes a customer service organization to resolve a customer service issue, case, or ticket once it\u2019s been opened.&nbsp;Time to resolution&nbsp;is also called&nbsp;<em>mean&nbsp;<\/em><em>time to resolution&nbsp;<\/em><em>(MTTR)&nbsp;<\/em>and&nbsp;<em>resolution time<\/em>. Typically, this metric is measured in business hours \u2014&nbsp;not clock hours \u2014&nbsp;to compensate for customer service organization down time.<\/p>\n\n\n\n<p>Average&nbsp;time to resolution&nbsp;is calculated with the following simple formula:<\/p>\n\n\n\n<p><em>Average&nbsp;time to resolution&nbsp;= sum of all&nbsp;times to resolution&nbsp;\/ total # of cases resolved<\/em><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/HELP_Agent-Analytics.png\" alt=\"\"\/><\/figure><\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-why-does-time-to-resolution-matter-to-customer-service\"><span class=\"ez-toc-section\" id=\"Why_Does_Time_to_Resolution_Matter_to_Customer_Service\"><\/span><strong>Why Does&nbsp;<\/strong><strong>Time to Resolution<\/strong><strong>&nbsp;Matter to Customer Service?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>There\u2019s a direct correlation between&nbsp;time to resolution&nbsp;and customer satisfaction, or CSAT. Customers don\u2019t take the time to reach out to customer service organizations because they\u2019re bored or lonely. They only take the initiative when they have a problem that needs solving. Making them wait to resolve this problem creates friction, and sometimes ill will or even the loss of a customer.<\/p>\n\n\n\n<p>Time to resolution&nbsp;metrics also impact team efficiency and effectiveness. For this reason, companies measure&nbsp;time to resolution&nbsp;both as an aggregate and on a per-employee basis in order to single out underperforming employees.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-how-helpshift-supports-time-to-resolution\"><span class=\"ez-toc-section\" id=\"How_Helpshift_Supports_Time_to_Resolution\"><\/span><strong>How Helpshift Supports<\/strong>&nbsp;<strong>Time to Resolution<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>With an integrated approach that combines traditional phone support with asynchronous in-app messaging, Helpshift gives customers options with how they handle their questions and issues and makes the process of solving those issues more efficient for customer service organizations. AI-enabled bots can quickly route customer inquiries to the right knowledge base article or live human agent.&nbsp;<\/p>\n\n\n\n<p>With bots in the customer service mix,&nbsp;time to resolution&nbsp;is drastically reduced. Agents are able to work on more issues within a given period of time, signaling an increase in productivity. Agent time is maximized on issues that count, while customers can self-serve to information in order to answer their own questions. The end result is an expedited, faster experience for everyone.&nbsp;<\/p>\n\n\n\n<p>Using Helpshift, some brands have been able to reduce their&nbsp;time to resolution&nbsp;numbers significantly \u2014&nbsp;24% in the case of MoviePass, for instance.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-additional-information-about-time-to-resolution\"><span class=\"ez-toc-section\" id=\"Additional_information_About_Time_to_Resolution\"><\/span><strong>Additional information About&nbsp;Time to Resolution<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<ul>\n<li>Support:&nbsp;<a href=\"https:\/\/support.helpshift.com\/kb\/article\/what-metrics-are-available-for-evaluating-agent-performance\/\" target=\"_blank\" rel=\"noopener\">What metrics are available for evaluating Agent performance?<\/a><\/li>\n\n\n\n<li>Case study:&nbsp;<a href=\"https:\/\/www.helpshift.com\/resources\/?resource_category=case-study\">Frictionless Customer Service: How MoneyLion Securely Supports 1.5 Million Users<\/a><\/li>\n\n\n\n<li>Product:\u00a0<a href=\"https:\/\/www.helpshift.com\/products\/support-ticketing\/\">Complete Ticketing &amp; Support Software<\/a><\/li>\n\n\n\n<li>Blog post:&nbsp;<a href=\"https:\/\/www.helpshift.com\/blog\/b2c-customer-service-experiences\/\">B2C Brands Deliver Exceptional Customer Service Experiences with Helpshift<\/a><\/li>\n<\/ul>\n","protected":false},"author":8,"featured_media":19641,"template":"","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":"","_links_to":"","_links_to_target":""},"categories":[1],"acf":[],"taxonomy_info":{"category":[{"value":1,"label":"Uncategorized"}]},"featured_image_src_large":["https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/HELP_Agent-Analytics.png",800,600,false],"author_info":{"display_name":"Erik Ashby","author_link":"https:\/\/www.helpshift.com\/author\/erikhelpshift-com\/"},"comment_info":"","_links":{"self":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19640"}],"collection":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/types\/glossary"}],"author":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/users\/8"}],"version-history":[{"count":3,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19640\/revisions"}],"predecessor-version":[{"id":30291,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19640\/revisions\/30291"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media\/19641"}],"wp:attachment":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media?parent=19640"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/categories?post=19640"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}