[fusion_builder_container admin_label="PUBLIC - All Visitors Can View" hundred_percent="no" hundred_percent_height="no" hundred_percent_height_scroll="no" hundred_percent_height_center_content="yes" equal_height_columns="no" menu_anchor="" hide_on_mobile="no" status="published" publish_date="" class="" id="" background_color="" background_image="" background_position="left top" background_repeat="no-repeat" fade="no" background_parallax="none" enable_mobile="no" parallax_speed="0.3" video_mp4="" video_webm="" video_ogv="" video_url="" video_aspect_ratio="16:9" video_loop="yes" video_mute="yes" video_preview_image="" border_size="0px" border_color="" border_style="solid" margin_top="" margin_bottom="" padding_top="0" padding_right="" padding_bottom="80px" padding_left=""][fusion_builder_row][fusion_builder_column type="1_1" layout="2_3" spacing="5%" center_content="no" link="" target="_self" min_height="" hide_on_mobile="no" class="" id="" background_color="" background_image="" background_position="left top" undefined="" background_repeat="no-repeat" hover_type="none" border_size="0" border_color="" border_style="solid" border_position="all" padding_top="" padding_right="" padding_bottom="" padding_left="" margin_top="0px" margin_bottom="40px" animation_type="" animation_direction="left" animation_speed="0.1" animation_offset="" last="no"][fusion_text columns="" column_min_width="" column_spacing="" rule_style="default" rule_size="" rule_color="" hide_on_mobile="small-visibility,medium-visibility,large-visibility" class="" id=""] Return to List of Recent Articles [/fusion_text][fusion_text columns="" column_min_width="" column_spacing="" rule_style="default" rule_size="" rule_color="" hide_on_mobile="small-visibility,medium-visibility,large-visibility" class="" id="" animation_type="" animation_direction="left" animation_speed="0.3" animation_offset=""] Time to Resolution (TTR) is a metric to measure the elapsed time it takes for Support to resolve a case. This article introduces the definition and inputs required to measure TTR. By Tom Sweeny, CEO, ServiceXRG and Member of the ASP Executive Advisory Board [/fusion_text][fusion_separator style_type="default" hide_on_mobile="small-visibility,medium-visibility,large-visibility" class="" id="" sep_color="" top_margin="5px" bottom_margin="" border_size="" icon="" icon_circle="" icon_circle_color="" width="" alignment="center" /][fusion_text columns="" column_min_width="" column_spacing="" rule_style="default" rule_size="" rule_color="" hide_on_mobile="small-visibility,medium-visibility,large-visibility" class="" id="" animation_type="" animation_direction="left" animation_speed="0.3" animation_offset=""] Time to Resolution (TTR) TTR measures the elapsed time from when “the clock starts” for a new case until the time the “clock stops”. Note that TTR focuses on the elapsed time and not the level of effort or time invested to close a case. For insights into how to measure the level of effort expended on case resolution see How Efficient and Productive is Your Support Organization? https://www.servicexrg.com/how-efficient-and-productive-is-your-support-organization/ Here are some factors to take into consideration when measuring Time to Resolve a case. TTR Inputs Clock Starts = Time that the case is open. Clock Stops = Time that a case is closed. TTR = Clock Starts – Clock Stops Starting the Clock When does the clock start? Determining when the clock starts depends upon what you want to measure. In most situations the clock starts when a case is accepted, and work begins to resolve the issue. This means that Support has accepted ownership for the case and has the ability (and responsibility) to actively work it. Consider: If you want to measure elapsed time from the customer’s perspective, then you want to start the clock when the customer opens the case. If you want to measure the time it takes to resolve cases once put in front of a qualified support rep, then start the clock once the case is assigned (e.g. no front-line or queue time). If you want to measure the total time to “handle” a case (non-technical and technical) start the clock when you acknowledge receipt of the case. If you want to measure adherence to SLAs then start the clock when you are obligated to begin work. Voice | Phone For cases reported by phone the clock may start when the call is initially answered, even if it is a non-technical individual. This implies that entitlement checking, and queue time will be included in the metric. Alternatively, the clock may not start until the case is assigned to a support rep. Digital For case reported digitally the clock may not start for some time after the initial request is posted or e-mail sent. Many companies allow customers to report cases 24 x 7, however active service hours may only cover local business hours, thus, the clock does not start until the case is “picked up” from the electronic queue during the next business day. Service Level Agreements The clock does not start for cases reported outside of entitled service windows. If a customer submits a case at midnight but is only entitled to business hour support the earliest the clock will start is at the beginning of the next business day. Stopping the Clock When does the Clock Stop? As with starting the clock, stopping the clock is all about what you want to measure. Often “resolution” and “close” are used synonymously. They may coincide, but they are two different events. Resolution Resolution is when a reasonable suggestion is provided to a customer in response to a question/issue. Unfortunately, delivery of a solution may not result in a closed case. The difference between resolution and closure is customer acceptance. Restoration Another event may come in the form of a “restoration.” This is typically used to describe a temporary workaround. This means that a customer issues has been addressed and functionality or performance levels have been fully or partially restored. It does not imply that a permanent fix or solution has been offered. A restoration is not resolution or closure. Close Closure is the final event for a case. This is when a permanent answer has been provided to the customer and the customer has accepted the answer and no longer expects further effort. Note that a resolution may be offered, but fail to resolve an issue, thus the case is not closed if further action is offered. An answer may be provided that does not satisfy the customer, but, no further action will be taken, thus the case is closed. The Most Practical Approach Many companies close cases after a resolution is offered (assumes success). Most allow customers to reopen these cases. Pro : Assumes a solution will permanently resolve a case and does not require that a customer confirm solution. Con : Some customers that do not get the answer they want will open a new, separate case. The Most Accurate Approach Some companies only close a case when it is confirmed closed by a customer. Pro : Assures that the case closure rate reflects confirmed closed cases. Con : Cases may be open longer pending customer verification. Excess burden on all parties. 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TTR – ASP

Time to Resolve

Time to Resolution (TTR) is a metric to measure the elapsed time it takes for Support to resolve a case. This article introduces the definition and inputs required to measure TTR.

First Contact Resolution (FCR) Benchmarks

By Tom Sweeny|Categories: Case Management, Metrics, Support|Tags: case management, close, CSat, effectiveness, efficiency, FCR, metrics, NPS, time to resolution, TTR|

The industry average First Contact Resolution rate is 53.7%, an interesting yet meaningless number for determining what your FCR performance level should be. First contact closure is influenced by so many factors that an industry-wide average does not provide a sufficiently accurate benchmark from which to determine what your FCR performance level should be. Benchmarks at best suggest the “vicinity” for your performance. This article offers industry average FCR rates organized by common product characteristics to offer a guideline for suggesting FCR performance levels.