Glossary · Customer Satisfaction
Resolution Time
The time from a ticket being created to being fully resolved. What the customer actually cares about.
Resolution Time in Practice
Calculation
Resolution Time = Closure timestamp - Creation timestamp
Often reported as median rather than average, because a few very long tickets can distort the mean.
Segmentation Matters
A single resolution-time number hides the variation that actually drives CSAT. Segment by priority, by issue type and by channel. A 48-hour median that is 10 minutes for one category and 5 days for another needs to be unpacked, not averaged.
Frequently Asked Questions
Most teams exclude "pending customer" time from the measured resolution time, so agent performance is not penalised for customer delays. Track both the raw number and the agent-owned number - they tell different stories.
Want to measure Resolution Time?