Resolution Time

What it is

Resolution time measures how long a ticket takes to be solved, including waiting periods. It's often reported as a median and a 90th percentile.

Why it matters

It's the customer's experience in one number. The long tail is usually escalated tickets waiting on engineering.

Best practices

1. Report percentiles – Medians hide the worst experiences.
2. Split by escalation – Show escalated and non-escalated separately.
3. Pause for customer wait – If your SLAService Level Agreement (SLA)A contractual commitment on response or resolution times. allows it, so you measure your own time.

How Decimal helps

Decimal shortens resolution time most on the long tail, where tickets used to wait days for an engineer to investigate.