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On-Time Resolution

Introduction.

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.


1. What is On-time resolution?

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.


2. How to improve On-Time Resolution?

(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.


3. What is Average Resolution Time?

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.


4. How to calculate Average Resolution Time?

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.


5. What's SLA Response Times?

  • SLA response/reaction time is the amount of time between when the customer asks a query, a ticket is raised, and when the agent first responds (do not count automated responses) and lets the customer know they’re currently working on it.
  • In some cases, it can even reach subsequent responses on the identical ticket, i.e., the time between the oldest unanswered customer response and the following reply from an agent.


6. What's SLA Resolution Times?

  • Typically, resolution time is the amount of your time that is spent between when the customer first opens a ticket and when that ticket is resolved (i.e., closed). Due periods are calculated based on the Resolution SLA ticket status. You'll set the ticket resolution times based on the task priorities.
  • For example, a product downtime issue is going to be resolved within three hours, a bug concerning a selected user is going to be fixed within 12 hours, while feature requests are acknowledged within 48 hours.


7. When would a ticket be considered as resolved?

  • By default, a ticket is taken into account and resolved when its status is marked as “Closed”. Additionally, for active tickets, you have the ability to create a custom status tag and map it to its closed state.
  • Setting such closed-mapped statuses for tickets is additionally considered as it being resolved.


8. What's Business hour compliant SLAs?

  • The SLA response/resolution times are often relative to your business hours, meaning it only considers the working hours of your support center.
  • For example, if your operating hours are 8 AM - 5 PM from Monday to Friday, and a ticket is opened at 4 PM on Friday, then a resolution to the current ticket at 10 AM on the subsequent Monday could be taken as a 3-hour resolution time, considering your business hours.


9. What's call resolution?

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.


10. What's First Call Resolution?

  • First Call Resolution (FCR) is considered to be a term employed in call and contact centre organizations. They get in touch with centres to assess the quantity of customer support queries that were successfully resolved the first time.
  • Just so that the performance of a contact center can be tracked effectively, an advanced metric that is commonly used is Average Handling Time (AHT). However, FCR is usually a favoured metric because it verifies and proves statistically a link between CSAT scores and customer follow-up calls.
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