Resolution Rate

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What is resolution rate

Resolution Rate tracks the percentage of tickets that are successfully resolved by the support team, indicating operational effectiveness.

Impact of resolution rate in customer support

A high Resolution Rate means most customer issues are being handled successfully without escalation or abandonment. Low rates could imply product issues, lack of agent training, or broken workflows. This metric affects your backlog, escalations, and satisfaction scores.

Formula + Example/Use Case

Formula:
(Number of resolved tickets ÷ Total received tickets) × 100

Example:
If 950 out of 1,000 tickets are resolved in a month, the Resolution Rate = (950 ÷ 1,000) × 100 = 95%.

What affects resolution rate

Agent capability and training: Poorly trained agents may leave tickets unresolved or escalate unnecessarily.
Routing and assignment accuracy: Tickets sent to the wrong teams delay or prevent resolution.
Availability of internal tools: Lack of knowledge bases or support integrations can slow down or block resolution.
Product or service stability: Unresolved tickets can pile up if issues are rooted in product bugs that haven’t been addressed.

How to improve resolution rate

Create strong internal documentation: Enable agents to troubleshoot and resolve issues independently.
Prioritize high-complexity tickets: Don’t let hard tickets sit too long—assign your best agents or escalate strategically.
Run regular training programs: Help agents learn new features, tools, and advanced troubleshooting techniques.

Benefits