Response and Resolution Times
Resolution time - Cases, Example, and Important Notes
An overview: Resolution time Resolution Time refers to the time taken to resolve a ticket, calculated from when the ticket is created until it is marked as closed. This metric helps measure how efficiently customer issues are handled from start to ...
Response time - Cases, Example, and Important Notes
An overview: Response Time in Zoho Desk Response Time refers to the time taken to respond to a ticket, calculated from when the ticket is created until an agent sends a reply. This metric is generally used to understand the overall responsiveness of ...
Response and Resolution Times - Glossary
Agent reply – A response provided by an agent to a customer inquiry or ticket. Business hours – The operational hours set by an organization to manage time-bound activities effectively. Non-business hours – The hours outside of designated business or ...