This metric shows the percentage of tickets assigned to an agent (Tickets Received) against the number of tickets they solve (Solved Tickets).
Formula: (Solved Tickets) / (Tickets Received) x 100 = Resolution Rate
Example: Your agent has solved 74 tickets and he/she has received in the same period of time the number of 98. If we put this into the formula we would get: (74/98)x100=75.5%
Common uses of Resolution Rate
Resolution Rate is commonly used to understand the ratio of tickets being assigned to an agent compared to how many tickets an agent solved.
Important: We advise that when looking into Resolution Rate, you take into consideration the number of Reopened Tickets, because, taken alone, this metric won't tell you the entire story. For example, you could have an agent with a seemingly normal Resolution Rate of 75.5% like in our example. However, upon reviewing the Reopened Tickets you might uncover that a large number of tickets that were solved were later reopened. Thus, it's important to use Resolution Rate in the context of other productivity metrics in order to understand the full story.