Impact Learning Systems


Resolution Time (TTR for Time-To-Resolution)

Res­o­lu­tion Time (TTR for Time-to-Resolution)

What is res­o­lu­tion Time? Why is this an impor­tant metric?resolution time 1 Resolution Time (TTR for Time To Resolution)

Res­o­lu­tion time (or TTR for time-to-resolution) helps orga­ni­za­tions track the aver­age amount of time spent resolv­ing cus­tomer issues.

The great­est inter­est in TTR tends to be in the domain of tech­ni­cal sup­port, where orga­ni­za­tions and their cus­tomers share the com­mon goal of resolv­ing cus­tomer issues as quickly as pos­si­ble. For cus­tomers, this means return­ing to “oper­a­tional sta­tus” as quickly as pos­si­ble; for employ­ers this means con­trol­ling sup­port costs while main­tain­ing cus­tomer satisfaction.

TTR is typ­i­cally mea­sured in hours or days depend­ing on the nature of the prod­uct or sys­tem being sup­ported, and is mea­sured from the time a sup­port request is logged until the time the case is closed.resolution time 3 Resolution Time (TTR for Time To Resolution)

Many fac­tors can con­tribute to TTR. These fac­tors include the com­mu­ni­ca­tion skills and tech­ni­cal exper­tise of both the rep­re­sen­ta­tive and the cus­tomer, the representative's access to rel­e­vant resources, and this or her trou­bleshoot­ing skills. In addi­tion, the representative’s case­load and his or her dili­gence in fol­low­ing up with cus­tomers play into the equation.

While keep­ing TTR as short as pos­si­ble is a goal of every tech­ni­cal sup­port team leader, care needs to be exer­cised so that the goal doesn’t become ever-shorter res­o­lu­tion times. If root cause analy­sis is aban­doned in favor of a quick workaround, or if rap­port is jeop­ar­dized by an over­worked or under-trained rep­re­sen­ta­tive, then cus­tomer sat­is­fac­tion can be dimin­ished no mat­ter how quickly an issue is resolved.

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