Learn about Issue Resolution Time, including how to measure it, and leverage it in dashboards and visualizations with Metabase.
Issue resolution time is a customer service KPI that visualizes the average time it takes to help a customer solve an issue. This is not to be confused with response time, which is just the amount of time it takes for a customer service representative to initiate communication with a customer. Response time is calculated based on the first response and is calculated via individual communication methods, whereas issue resolution time is just the amount of time it takes to solve a customer’s problem across all platforms. The purpose of tracking issue resolution times is to see, on average, the difficulty level of problems customers are facing. You can compare issue resolution times to things like new patches, increases in user volume, and any number of things to identify a potential issue requiring attention. It also gives you a read on how your customer satisfaction.
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You’ll calculate your issue resolution time by adding up the total amount of minutes it takes per customer service initiation to come to a resolution in a given timeframe. Then, you’ll count up the number of customer service interactions conducted in that same timeframe. You’ll end up averaging it like this: Number of minutes to solve problem / Number of customer service problems = Issue resolution time
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