Български 
Čeština 
Dansk 
Deutsch 
Eesti 
Español 
Français 
Ελληνικα 
Hrvatski 
Italiano 
Latviešu 
Lietuviškai 
Magyar 
Nederlands 
Norsk bokmål 
Polski 
Română 
Русский 
Slovenčina 
Slovenščina 
简体中文 
Tagalog 
Tiếng Việt 
العربية 
Português 
What is on time resolution?
On-time resolution means that a ticket was resolved according to a time limit set in the SLA. Resolving tickets on time is important in order to keep your customers satisfied. All agents must try to always solve their tickets as soon as possible.
Opposite of on-time resolution is an overdue ticket. This means that it was not resolved within time stated in the SLA. Overdue tickets can have negative influence on your business and should be avoided.
Frequently Asked Questions
What does on time resolution mean?
On time resolution, also known as the average time to resolution or solution time, is the average time needed by the customer service team to resolve a case after its opening. Usually measured in business hours, so when calculating on time resolution, don't take into account the time when your service team is out of business hours.
Is on time resolution important?
On time resolution is directly related to customer satisfaction, which is why it is an important indicator. The faster the team is able to solve customer problems, the higher their satisfaction level. If a case takes a long time to resolve, customers become nervous and dissatisfied.
Where can you check resolution time in LiveAgent?
You can check on time resolution in LiveAgent reports. It is worth following this indicator and trying to keep it at the best possible level.
What is response time and resolution time?
Response time is the duration a system takes to react to a request, like a website loading after clicking a link. Resolution time is the period required to solve an issue, such as a customer service representative fixating a problem. Both metrics gauge system efficiency and effectiveness. Fast response and resolution times suggest good performance, while longer durations imply room for improvement.
![Expert badge]()
Expert’s note
Expert’s noteOn-time resolution is crucial for customer satisfaction and loyalty. Agents should strive to resolve tickets within SLA timeframe to avoid negative impact on business.
Escalation management is crucial for customer satisfaction. It ranks and addresses issues in order of severity, ensuring prompt resolution. Reactive and proactive measures are essential to handle customer challenges effectively. Functional and hierarchical escalation are the two main types of escalation management. Integrating escalation management into customer help desk software is key to providing quick solutions and retaining customers.
First call resolution (FCR) is crucial for customer satisfaction. It measures the company's ability to resolve customer issues in the first interaction. A high FCR rate leads to increased customer satisfaction, efficiency, and cost savings. Challenges include inefficient internal processes and factors like call routing systems and product/service complexity. Best practices for improving FCR include easy access to accurate information and agent empowerment.
