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How to Go Over Time Resolution

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Average resolution time = Total time taken to resolve tickets during the selected time period divided by the number of tickets resolved in the selected time period.
The total number of calls resolved correctly on the first attempt divided by the total number of calls in a given period of time. The total number of calls resolved correctly on the first attempt divided by the total number of first calls.
For a service desk, first contact resolution (FCR) is the percent of contacts that are resolved by the service desk on the first interaction with the customer. For live calls or web chats, this means that the customer's issue is resolved before they hang up the phone or end the chat session.
Formula: (Solved Tickets) / (Tickets Received) x 100 = Resolution Rate. Common uses of Resolution Rate. Important: We advise that when looking into Resolution Rate, you take into consideration the number of Reopened Tickets, because, taken alone, this metric won't tell you the entire story.
In accounting, a financial condition report (FCR) is a report on the solvency condition of an insurance company that takes into account both the current financial status, as reflected in the balance sheet, and an assessment of the ability of the company to survive future risk scenarios.
Your Repeat Customer Rate is calculated by dividing your Repeat Customers by your Total Paying Customers. Every store has two types of customers: New Customers and Repeat Customers. Knowing your Repeat Customer Rate will show you what percentage of customers are coming back to your store to shop again.
”Response Time” is the time it takes to acknowledge a customer's issue in a non-automated way. “Resolution Time” is the time it takes to resolve a customer's issue or answer their question.
Typically, resolution time is the amount of time between when the customer first opens a ticket and when that ticket is solved (i.e., closed). Unlike the ticket replies, resolution SLAs use the status of tickets to compute the due periods. You can set the ticket resolution times based on the job priorities.
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