Customers don’t want to wait ages to get their issues resolved, and high Average Resolution Times can quickly lead to low CSAT ratings.Īdditionally, it’s worth mentioning that an organization might choose to measure two different Average Resolution Time metrics based on different use cases:ġ. If you’re trying to improve your organization’s CSAT scores, for example, Average Resolution Time is a helpful metric to look at. Like many other KPIs, however, it’s always a good idea to assess Average Resolution Time alongside other related customer service metrics in order to provide context. If those benefits will help your organization reach its customer service goals, you should track Average Resolution Time. It can also show you where there’s room for improvement with your internal workflows and processes. Ultimately, it depends on your specific goals and needs.Īverage Resolution Time is a helpful metric for measuring the performance of customer support teams and individual CSRs. Like so many data-related questions, the answer to this one is “Yes, and… ” There's no one answer to whether or not your organization should measure Average Resolution Time. Frequently asked questions about Average Resolution Time Should my organization track Average Resolution Time? While Average Resolution Time is an important metric for customer service teams to measure, you need a more complete picture if you want to measure the team’s overall performance and effectiveness. Plus, this process doesn’t allow you to codify and document business logic, like the Zendesk recipe for removing on-hold and pending time when calculating Average Resolution Time that we mentioned earlier. Especially if it requires you to spend hours manually downloading CSVs from different sources and copying the data into a rickety, VLOOKUP-filled spreadsheet □. Getting high-quality data into an operating document like a GSheet isn’t necessarily easy, though. If you want to get a real handle on your team’s performance, Average Resolution Time should be tracked alongside other customer service metrics.Īnd while tools like Zendesk are awesome (obviously), our experience has shown that customer service reps (CSRs) and managers find it way more convenient and powerful to access and analyze data in operating documents that they already know and love, like Google Sheets ❤️. On its own, Average Resolution Time doesn’t provide a complete picture of your customer service team’s performance. Track Average Resolution Time alongside other important customer service metrics Sometimes you even may want to include pending time, for example, if the requestor of the ticket is internal or you have SLAs for total resolution time.If you're trying to measure Average Resolution Time in order to see how it correlates with customer satisfaction, do include time on hold (people generally aren’t too thrilled if they get stuck on hold for ages). If you're trying to measure Average Resolution Time for individual customer service reps, don’t include pending and on-hold time.Here are some best practices to use when measuring Average Resolution Time: Zendesk even has a support article that you can use to set up a report that excludes those tickets: Explore recipe: Average ticket resolution time without pending or on-hold time. This is because customer service agents don't have control over the time a ticket spends pending (waiting on the requestor) or on hold (waiting on someone other than the requestor). Some organizations opt to subtract the time a closed ticket spent on hold or pending when calculating their Average Resolution Time. If you’re looking for the sum of all resolution times for all tickets inside of Zendesk, that’s the metric name to look for. If you’re using Zendesk to measure and monitor the performance of your customer service function, note that total resolution time at the ticket level is called full resolution time. * A note on total resolution time & Zendesk
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