There are two built-in metrics you can use in Analytics that sound almost the same, but when applied give different results:
Resolution time in calendar hours
Resolved tickets lifetime in Calendar hours
What exactly is the difference?
Solved
Resolution time
+1Best answer by mahendarsingh
Hi
Thank you for bringing this up.
The difference between the two metrics lies in their scope of measurement:
-
Resolution Time in Calendar Hours:
- Measures the total time taken to resolve a ticket from the moment it was created until it was moved to a resolved or closed status. This metric provides the elapsed calendar time, including weekends and holidays, and considers only the final resolution of the ticket.
-
Resolved Tickets Lifetime in Calendar Hours:
- Measures the cumulative lifetime of tickets that have been resolved, considering all instances of resolution for tickets that were reopened multiple times. This metric accounts for the aggregate time spent until each resolution, and multiple resolutions are captured if the ticket was reopened and resolved again.
In summary:
- Resolution Time in Calendar Hours evaluates the time taken for the final resolution of a ticket.
- Resolved Tickets Lifetime in Calendar Hours aggregates the time across all resolution events for a ticket's lifespan, including reopened instances.
Thank you
+1I think I figured this out…
Resolved tickets lifetime in calendar hrs = time from created to Closed status
Resolution time in calendar hours = ttime from created to Resolved status which is 0 if the ticket is not resolved before it is closed!
Resolution time refers to the amount of time it takes to resolve an issue, from the moment it's identified to when it's fully addressed or closed. It's crucial for tracking performance and ensuring customer satisfaction.
+1
but testing seems to confirm my statement otherwise.
I was by the way wrong in stating “which is 0 if the ticket is not resolved before it is closed!”, I had a report filter on unawares, the correct seems to be ‘which is the same as the above, if the ticket is not resolved before it is closed’.
Solution:
The difference lies in scope:
- Resolution time in calendar hours measures the time taken to resolve a ticket from the moment it was created.
- Resolved tickets lifetime in calendar hours includes the entire lifecycle of the ticket, even if it was reopened before final resolution.
Use Resolution time for tracking efficiency and Resolved tickets lifetime for a full view of ticket handling history.
+1
+8- Community Manager
- 117 replies
- Answer
Hi
Thank you for bringing this up.
The difference between the two metrics lies in their scope of measurement:
-
Resolution Time in Calendar Hours:
- Measures the total time taken to resolve a ticket from the moment it was created until it was moved to a resolved or closed status. This metric provides the elapsed calendar time, including weekends and holidays, and considers only the final resolution of the ticket.
-
Resolved Tickets Lifetime in Calendar Hours:
- Measures the cumulative lifetime of tickets that have been resolved, considering all instances of resolution for tickets that were reopened multiple times. This metric accounts for the aggregate time spent until each resolution, and multiple resolutions are captured if the ticket was reopened and resolved again.
In summary:
- Resolution Time in Calendar Hours evaluates the time taken for the final resolution of a ticket.
- Resolved Tickets Lifetime in Calendar Hours aggregates the time across all resolution events for a ticket's lifespan, including reopened instances.
Thank you
Reply
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