Customer Support · Resolution · Component
The definition
What counts as resolved, from the customer’s side — because the problem stopping and the ticket closing are different events.
The deliverable
What it is
Closure is an internal event that can be triggered by an answer, a timeout or a customer not replying. Resolution is the problem going away, and only one of them is what the customer experienced.
Defining it from the customer’s side makes the measure harder to hit and worth having.
One level in
What it is made of
Each element is a constituent part of the component. Follow one to see the attributes it carries.
The criterion
What has to be true for a case to count as resolved.
3 attributes: Criterion · From whose view · Closure without resolution
LearnThe gap
The difference between closure and resolution.
3 attributes: Closed · Confirmed resolved · Gap
LearnThe categories
Which kinds of case can be resolved and which cannot.
3 attributes: Case type · Resolvable · Share of volume
Learn
Closure by timeout is common, is not resolution, and is counted as one in most reporting.
The other components in resolution
The repeat rate
How often the same person returns about the same thing — the closest available measure of whether anything was solved.
LearnThe confirmation
Whether the customer says it was actually solved — a single question that produces a better measure than any internal proxy.
Learn