Resolution Time (also called Time to Resolution or TTR) captures the full lifecycle of a support case—from the moment a customer submits a request to the moment the issue is closed. Unlike First Response Time, which only measures the initial reply, Resolution Time reflects the complete effort required to solve the problem.
How it is measured:
Resolution Time = ticket close timestamp − ticket open timestamp
Teams often report both mean and median resolution times; median is less sensitive to outliers caused by edge-case escalations.
Why it matters:
- Customers correlate long resolution times with poor service quality, even when kept informed
- It is a key input for staffing models and SLA design
- Segmenting by issue type, priority tier, or channel reveals where bottlenecks exist
Resolution Time should be interpreted alongside FCR—a short resolution time is only positive if the issue was genuinely solved and did not recur.