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Measuring Response and Resolution Times in Service Desk

Measuring Response and Resolution Times in Service Desk

by Bosenyo September 24, 2013

In every service or help desk team, it is important to customers that support team provide a consistent level of support. It can be confusing for customers to have some team members respond extremely quickly, while other agents takes days to acknowledge receipt of customer questions or issues and address them.

In an effort to set standard measures to monitor response and resolution times, and to help manage this aspect of customer service, Scopedesk is using “Response time” value to measure Response and Resolution times with average and total values.

Measurement values

The “Response Time” is the time it takes to acknowledge a customer’s issue in a non-automated way. It is measured from the time an ticket record is created, either by the customer via a web submission or by the service agent staff manually creating a record, until the time that the customer is advised their problem has been received and is being addressed. The customer should be contacted either by phone or email and the Ticket marked “Pending” state.

The “Resolution Time” is the time it takes to resolve a customer’s issue or answer their question. It is measured from the time a ticket is created, until the time that the customer is advised their problem has been resolved. Specifically, the Response Time is the time from Ticket creation until the “Resolved” status update.

resolution & response time

In Scopedesk, you can track and analyze both Response and Resolution times in the Reports section, under the “Tickets Closed Summary by” menu, and then choose one of the grouping options:
– Agents
– Queues
– Customers, and
– Customer Groups.

Just like any other report, you can filter reports and then export lists to PDF, Word, Excel and XML format.

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