Resolution Time

Resolution time measures the customer's full wait for an outcome. It comes in two flavours that are easy to conflate: full resolution time (wall-clock, including nights and weekends) and agent working time (only the hours the ticket was actively actionable).

Report it as a median or percentile, and always say which flavour you mean.

What it hides: wall-clock time punishes teams for customer delays and timezone gaps they don't control, while working-time can hide genuinely slow queues. And a fast resolution that gets reopened wasn't a resolution at all — read it beside reopen rate.