Full Resolution Time
AnsweredI have a question on how full resolution time is calculated. If a ticket is reopened does it count the time the ticket was in a solved status, or does the countdown start back up when it is reopened
Example - Customer contacts support and we resolve the issue in 2 hours. 48 hours later they respond back to the same ticket asking a different question. The Support Team would respond within an hour, solve the ticket and open a new one.
So in this case would the Full Resolution Time be 3 hours, or 51?
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Hello Ken, that's a good question! I would guess that it would be the 51 - however there may be something smarter in this.
@Jessie @jennifer - can you find out?
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Hello Ken,
"Full resolution time" is defined as the The time between ticket creation time and the time of the final (or most recent) change of status to solved.
If a ticket is solved once and then goes to Closed, the "Full Resolution" and "1st Resolution" times will be the same. If a ticket is solved, then reopened, and then solved again, the "1st Resolution" metric would show the time until it was solved initially, while "Full Resolution" would display the time until it was solved the 2nd time.Hope this helps :)
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I question to add to this is this calculated in in "Real Hours" or Business Hours"
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@Jon Paul:
That is really just going to be dependent on how you're measuring that particular metric! If you have business hours available on your plan-type, then you will have that option and you could select either "Calendar hours" or "Business hours."
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I am seeing three different options within the custom report building:
Full Resolution, Resolution, and First Resolution. Is there a difference between Full Resolution and Resolution? Perhaps I don't have enough data to compare, but I do see same numbers coming back for these two. -
Hi Antonina,
Here you go. That's a definition of the standard metrics.
First Resolution time is the first time that an Agent sets a ticket to Solved, Full Resolution is when a ticket is fully resolved and the customer does not re-open it with further questions or concerns.
First:
The time between a ticket creation time and the first timestamp the ticket was marked as solved. A ticket can only have one first resolution time, since it measures the time it it took to solve a ticket the first time.
Full:
The time between ticket creation time and the timestamp of the final or most recent change of status to solved, displayed in minutes.
I hope this answer your question.
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Hi Gabriel.
Could you clarify more on your response. I have the same question as Antonia.
Could you let us know what time is tracked on just "resolution time"
I see in gooddata that it says:
"The final or most recent resolution time in hours, rounded to the nearest whole hour."
Is this excluding any other times the ticket was opened, and only counting the time it was opened and closed last?
For example a ticket was first solved in 5 hours, then opened and solved 10 hours after it was opened.
Will resolution time result in 10 hours? or 15 hours?
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Hi Bobby,
I checked in with a GoodData expert on this as I was seeing the same thing (Resolution Time and Full Resolution Time were returning the same data in my test account). I tried to create sample report and confirm that they are measuring the same (final or most recent resolution time) - so our recommendation is to use Full Resolution Time instead.
For reference please see screenshot below:
We also discovered that contrary to what the object reference says, the Resolution Time fact is neither rounded nor in hours. I apologize for the confusion but hope this points you in the right direction! If you have any questions please let us know.
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@Gabriel
Thanks for the response, but I'm still stuck in the same spot as @Bobby.
Can we get a direct answer to his question? We have the exact same one.
For example a ticket was first solved in 5 hours, then opened and solved 10 hours after it was opened.
Will resolution time result in 10 hours? or 15 hours?
Thanks very much!
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@Dan,
Apologies for the late update. The Resolution time fact mirrors the Full resolution time in minutes fact. It is not a separate piece of information, and it doesn't capture anything that isn't already covered in the documented metrics. For consistency and clarity, we recommend using the documented metrics/facts instead.
In your cased if the ticket was first solved in 5 hours, then opened and solved 10 hours after it was opened. Your resolution time would be 15 hours since full resolution time will get the time when it is created and when it is fully solved / closed.
I hope this answer your question.
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Hi,
Re this question, my customer needs to know the average business hours needed to solve some tickets, so not taking into account status pending nor On hold. (We've already set the business hours).
Would it that be full resolution time? otherwise, what it's?
Many thanks for your help,
Kind Regards
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When you look at Insights - there is a metric that you can use called [Biz Hrs] Full Resolution Time (hrs) [Mdn] this metric is a variant of full resolution time that would only include time time during business hours.
Full resolution time on it's own would not exclude On Hold or Pending time as it's a measurement from when the ticket is created to the last time it is placed in Solved status.
I see that Zendesk sends a metric in for On hold time in minutes within business hours which you could subtract from the metric I listed above in a custom Insights metric (if you are on a professional or enterprise plan). However - I don't see a similar way to do that with pending time without taking the total pending time and trying to parse it out into business hours.
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Many thanks for your quick reply Daniel.
Re your last comment, how can we check the average (not median) business hours from a ticket was created to status solved without the ticket in status Pending? (Please ignore the status on hold).
We are under Professional Plan.
Thanks in advance,
Kind regards
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If you wanted to use Average, I would recommend duplicating the Metric and adjusting the MAQL calculation to use Average.
- From Insights, click on the Good Data link in the top corner.
- In Good Data, click on the Manage tab
- Click Metrics
- Select the metric you want to copy (maybe [Biz Hrs] Full Resolution Time (hrs) [Mdn])
- Click Duplicate
- Click Edit
- Change MEDIAN to AVG
- Update the metric name to whatever you want to name it
- Save your metric
Then you can use this new metric in your reports.
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Hi Daniel,
Do you confirm that to know the average business hours from a ticket was created to status solved without the Pending status, we need to use the Full Resolution time? Will it be that metric or a different one?
Many thanks,
Kind Regards
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If you are looking to pull out Pending and On Hold time you may be better off using Requester Wait Time as your metric. It excludes Pending time but includes Hold time. However, there is a fact in Insights for Hold time so you could make a new metric that subtracts Hold time from Requester Wait Time to get the total time in New and Open status for a ticket. For business hours, make sure to use the [Biz Hrs] variant of the metric.
You can also review the Insights Metric Reference to see how each metric is calculated.
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Hi Daniel,
Is there a way to exclude the Pending time from the First Resolution Time?
Thanks!
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Hi Viorica,
Requester Wait Time would be where I'd think you'd want to look. You can find detailed information about all of the metrics in Insights in the Insights Metric Reference. Below is what it says for Requester Wait Time. There is also a Business Hours variant of the metric on the page as well (Listed as [Biz Hrs]).
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I , very recently, came across this situation while performing my SLA reporting for my client . I got in touch with the Helpdesk and they mentioned that there is already a discussion going on and directed me to this community. Now , this is what happened ..
There was a ticket that was resolved on 4th April ; it took around 2 hrs to resolve the ticket. Now the end-user reopened it on 6th April. Post the reopening , the ticket was again resolved in 30 mins . This means that it took around 2 hrs + 0.5 hrs = 2.5 hrs to work on the ticket (excluding all the agent wait , on-hold , off-business hours). However, Zendesk calculated the work time very differently. When the ticket was reopened, Zendesk added all the hours from 4th/5th/6th april to the actual work time. Needless to say , this is creating a major problem with caltulating the Actual Resolution Time and SLA of the tickets.
The way I see it (and have seen in several other Incident Management Systems) , the Resolution Time should calculate the time that was taken to work on the ticket i.e. the time for which the ticket was not in a 'solved/closed' state . It must not calculate the time when the ticket was in a 'solved' status. I know that there are fields like Agent Wait Time, On-hold time , Requester Wait Time that can be used to exclude the hours when a ticket is on-hold/pending. But how do I exclude the hours for the time the ticket is in a Solved status ? Again , this is critical for SLA reporting !
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Hi there,
can anyone help me figure out how can I calculate the percentage of the tickets with Full Resolution time <24 hours? using the Insights?
Thanks a lot
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Hi Giorgia,
I'd recommend creating two new metrics by duplicating and editing an existing metric called Fast Resolution (< 2 hrs).
You should find it by searching for fast in the What section on a new report. Click it and click View Detail.
From here, click the Duplicate button to create a copy of this metric.
Give this new metric a name - maybe Resolution Less than 24 hrs. and click the Edit button.
The only edit you need to make for this metric is to add a 4 at the end and save.
To make sure you can find the metrics easily again, you should add them to a folder.Now you've created the metric for tickets solved in less than 24 hours. Duplicate this to make the metric for more than 24 hours. Give it a proper name and edit the metric statement so the "<" becomes a ">" and place it in a folder.
Returning to your report, refresh the page and you should now find the two metrics in the folder you added them to. Add them to your report and maybe add a filter to limit the date range you want to report on.
I chose a Donut chart and gave the Resolution time in less than 24 hours a green color, more a red color. Chose to show data labels in %.
Hope that helps you out!
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Hi,
We are reporting on our agents full resolution time average, however, sometimes one of the agents may start with the ticket and another agent will solve the ticket.
My question is when we run the report, who will the full resolution time sit with on our table? Will it go against agent A who initially was assigned to the ticket and worked on the ticket, or will it go to agent B who assigned themselves to complete the work on the ticket and solved the ticket?
Thanks,
Lisa
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Hi Lisa,
The Assignee attribute will pull in the ticket's current assignee, so you'll see agent B in this scenario.
If you're using Insights, the Assignee (Historic) attribute can be used to find a past assignee. This attribute is located in the "System Field History" dataset, which is connected to the "Ticket Text Field Change," "Ticket Numeric Change," and "Satisfaction Survey Change" datasets.
In Explore, the "Ticket updates" dataset contains the Update Ticket Assignee attribute. This can be used to show all the historic assignees for a ticket.
Hope this helps!
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