Time to Resolve Complaints Metric
Measure the total amount of time it takes to resolve issues.
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Overview
The Time to Resolve Complaints metric gives you insight into not only the length of time that should be allocated for particular issues, but also how efficient your support agents are at resolving those issues.
Formula
(Time spent solving issue A + Time spent solving issue B + Time spent solving issue C +...+ Time spent solving issue N)/Total number of issues solved
Reporting frequency
Monthly
Example of KPI target
5 minutes
Audience
Support Manager, Support Team
Variations
Complaint resolution time
Time to solve a complaint
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