hard20 pts · first answer countskpis

Resolution time fell, backlog grew

Support reports that average resolution time fell from 30 to 18 hours this month. The metric is computed only on tickets closed in the month, and the open backlog grew from 200 to 900 tickets. What is the most careful reading?

A.Support clearly got faster and the team should be rewardedB.The backlog does not matter because averages ignore itC.Slow, hard tickets may be sitting open; track ticket age tooD.Resolution time should be replaced by the number of agents

Discussion 0

Join free to post in the discussion.

Resolution time fell, backlog grew

Discussion 0

Related questions