Customer support · Taskending editorial team
Interpret resolution-time targets correctly
A resolution target expresses the expectation for completing a request. A first reply does not mean the solution has also been delivered.
Updated: · 1 min read
How to apply it
Read resolution and first-response targets separately in Taskending support reports. Check completion time and actual status history. Do not count cancelled records as successful resolutions, and preserve unknown historical measurements.
A concrete example
A customer may receive a reply in ten minutes while the fix arrives two days later. First response can look good even when resolution misses its target. The measures reveal different problems.
What to watch for
Do not assume advanced pause rules automatically subtract time awaiting a customer. Current basic measurement uses calendar time. Changing a target afterward should not hide the original delay.
How to check the outcome
Select a late-completed example and compare its timestamps. Confirm the same request is not interpreted as both on-time and overdue.
Try it in your own workflow.
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