What is Mean Time to Resolution?
Mean Time to Resolution is defined as: Average time to resolve a support ticket or incident. Directly impacts customer satisfaction and support team efficiency.
What data source is used to measure Mean Time to Resolution?
Mean Time to Resolution is typically measured using data from a Help Desk / Incident Management. This system of record provides the transactional and operational data required to calculate and monitor this metric accurately and in real time.
Typical Data SourceHelp Desk / Incident Management
Which industries track Mean Time to Resolution?
Mean Time to Resolution is a key performance indicator used across the following sectors:
How does Firehawk Analytics measure Mean Time to Resolution?
Firehawk Analytics connects directly to your Help Desk / Incident Management and delivers a live Mean Time to Resolution dashboard. Configuration is completed within 48 hours — no data analyst required on your team.