Key Performance Indicators Examples

Mean Time To Resolution

Mean Time To Resolution (MTTR) is a metric used to measure the average amount of time it takes for a support team to resolve a customer issue or ticket. It is used to evaluate the efficiency of the support team and the effectiveness of the support processes.
The formula for MTTR is:

MTTR = Total Resolution Time / Total Number of Tickets

In this formula, “Total Resolution Time” refers to the sum of the time taken to resolve all the tickets over a given period. “Total Number of Tickets” refers to the number of tickets that were resolved over that period.

For example, if a support team resolves 100 tickets over a week and the total resolution time is 500 hours, the MTTR would be 500 / 100 = 5 hours per ticket.

A low MTTR indicates that the support team is resolving customer issues quickly and efficiently, which improves the customer experience and increases customer satisfaction. A high MTTR, on the other hand, may indicate that the support team is struggling to resolve issues quickly, which can lead to increased customer frustration and dissatisfaction.

It’s important to note that MTTR is a relative metric and should be considered along with other metrics such as first contact resolution, customer satisfaction, and customer retention rate to evaluate the overall performance of the support team. Additionally, MTTR can be analyzed by different segments, such as by product or service, to identify which areas require more support and attention.

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