Resolution rate
Resolution rate is the percentage of incoming support tickets that are fully resolved within a given period.
Resolution rate compares tickets resolved to tickets received. A team resolving as many tickets as it receives has a resolution rate at or above 100% — it is keeping pace with demand and clearing any backlog. A rate below 100% means the backlog is growing.
The metric is most useful when tracked alongside ticket volume and backlog size. High resolution rate with low volume is easier to achieve; the harder goal is maintaining a strong rate as volume grows.
Resolution rate can also be broken down by ticket type, agent, or time period to find bottlenecks. Some ticket categories may resolve quickly; others may consistently drag.