Omni Core · Customer Support · Module
Resolution
Whether the problem actually went away — measured properly, rather than through closure rates that can be met without solving anything.
The idea
How it works
Closure rate and response time can both be excellent while nothing is being solved. A ticket closed with an answer that does not work produces a second ticket, and the pair counts as two closures.
Repeat contact rate is the honest measure: how often the same customer returns about the same thing. It is harder to game and easy to compute.
Working with it
In practice
- 01
Measure repeat contacts
Same customer, same issue, within a window. It is the closest available measure of whether anything was solved.
- 02
Define resolved from the customer’s side
The problem stopped, not the ticket closed. Those diverge and only one matters.
- 03
Track resolution by issue type
Some categories are structurally unresolvable at first contact, and mixing them into one figure hides both.
- 04
Ask the customer whether it was solved
A single question after closure produces a better measure than any internal proxy.
One level in
The components of resolution
A component is something that exists afterwards which did not exist before — a deliverable or a mechanism, not an intention.
A ticket closed with an answer that does not work produces a second ticket, and both count as closures.
The other modules in customer support
Getting help
How customers reach support, how easily, and whether the route matches the urgency of what they need.
LearnSelf-service and knowledge
What customers can resolve without contact, and whether the material is good enough that they would choose to.
LearnEscalation
What happens when the first line cannot resolve it — where most of the memorable failures occur, because the customer repeats themselves and waits.
Learn