Average resolution time (Helpdesk In-depth)

All features of the Helpdesk In-depth report are available from Blossom/Growth onwards, except for:

The 'Average resolution time' section in the 'Helpdesk In-depth' report shows the average time taken by the agent to resolve a ticket. Only the tickets that were resolved during the selected time period will be taken into account. They may have been created anytime (inside and outside the selected time period). 

The current status of the ticket should be Resolved or Closed. Tickets that were resolved in the selected time period but reopened later will not be taken into account.

Average resolution time = Total time taken to resolve tickets during the selected time period divided by the number of tickets resolved in the selected time period.

On the left panel, you can see the average resolution time of the tickets in the selected time period and a small indication of increase or decrease in percentage. This percentage is calculated in comparison with the previous timeframe. For example, if the selected time period is a month, then the percentage will be calculated in comparison with the previous month. The red/green arrow indicates if it's an increase or decrease.

You can see the time split with respect to the ticket properties like Source, Status, Priority etc, by clicking on the 'Average Resolution time' tab on the left panel

View tickets

You will be able to deep-dive into one particular property value by clicking on the corresponding bar. It will bring up a list of tickets that currently have that value. For example, if you click on the 'Feedback Widget' bar in 'Avg resolution time split by source', you will be able to see all the tickets created via Feedback Widget that were resolved during the selected time period. This way, if you see an abnormal value for a metric, you can quickly find out what is causing it and take necessary actions. 

Ticket filters

The 'Helpdesk In-depth' report can be filtered based on all the ticket properties including Agent, Group, and Customer. Using filters, you can see how efficient your agents and groups are. 

This also lets you mix and match different properties and metrics. For example, you can see which type of tickets have the highest resolution time and who handles those tickets. Or you can check if the average resolution time decreases as the priority increases and if it doesn't you can find out which particular agent/group is causing the difference.

Average resolution time split by Source

This graph shows the average time taken to resolve tickets from each source during the selected time period. You can check for the specific source of the tickets which have the highest average resolution time and deep-dive to figure out why it takes so long.

Average resolution time split by Priority

This graph shows the average time taken to resolve tickets of each priority during the selected time period. The average time to resolve should be decreasing as the priority increases. 

Average resolution time split by Type

This gives you the average time taken to resolve tickets of each type during the selected time period. The average resolution time for custom types will also be shown. This graph helps you find out what type of tickets take the longest time to resolve. You can set up internal rules and tools in place accordingly. For example, if tickets of type 'Problem' take the longest to resolve, you can encourage agents to get on screen-sharing sessions with the customer after a couple of interactions.

Average resolution time split by Custom Property

This gives you the average time taken to resolve tickets of each custom property value during the selected time period. If you have multiple custom properties, you can choose any of them from the dropdown and see the average resolution time of each property value. Please note that custom text fields will not be available in the dropdown for the selection.