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When a question is resolved within a specified timeframe as given within the Service Level Agreement it’s referred to as an on-time resolution. An efficient method to gauge the live team response rate and quality of response rate is to trace the proportion of resolutions that were solved within the outline of SLA vs the general tickets that are raised by the system.
On-time resolution implies that a ticket was resolved in line with a cut-off date set within the SLA. Resolving tickets on time is very important so as to keep your customers satisfied. All agents must try and solve their tickets as soon as possible.
Opposite of on-time resolution is an overdue ticket. This suggests that it wasn't resolved within the time stated in the SLA. Overdue tickets can have a negative influence on your business and should be avoided.
(i) Quality control: Do a high-quality check to analyze and understand a complete picture of performance, apart from the number of closed tickets.
(ii) Long-standing tickets: Filter and properly address all tickets to ensure that the aggregated metrics aren't off.
(iii) Top support tools: Utilize an elite help tool, like Engati, for an efficient resolution strategy. Ensure to customize this support metric within the main ticket funnel.
Average Resolution Time is a metric that tells you on average, how long it takes your online support efforts to resolve issues. The data for this metric is often discovered in support tools like Engati.
Calculating Average Resolution Time is pretty simple as long as you recognize your preferred range. Take the entire time of all resolved conversations and divide that number by the entire number of resolved requests.
The decision/call resolution KPI measures the result of every call handled by your agents to observe how well customer issues are being resolved. Issues that are resolved on primary contact, provide an indicator of customer satisfaction and center efficiency.
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