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SayPro Resolution time for SayPro user queries and complaints.
Email: info@saypro.online Call/WhatsApp: + 27 84 313 7407
SayPro is a Global Solutions Provider working with Individuals, Governments, Corporate Businesses, Municipalities, International Institutions. SayPro works across various Industries, Sectors providing wide range of solutions.
1. What Is Resolution Time?
Resolution time refers to the amount of time it takes to fully resolve a user query, issue, or complaint — from the moment it’s received to the moment it’s closed.
✅ 2. Key Metrics to Track
A. Average Resolution Time (ART)
ART=Total resolution time for all casesTotal number of resolved cases\text{ART} = \frac{\text{Total resolution time for all cases}}{\text{Total number of resolved cases}}ART=Total number of resolved casesTotal resolution time for all cases
B. First Response Time (FRT) (Optional)
The time between when a user submits a ticket and when they first receive a response from SayPro support.
✅ 3. Data Collection
From SayPro’s support system or helpdesk dashboard, extract:
- Ticket ID
- Submission timestamp
- First response timestamp (optional)
- Resolution timestamp
- Issue type and user info (for segmentation)
✅ 4. Example Calculation
Say you resolved 500 tickets in June 2025, and the total time between submission and resolution for all tickets was 1,250 hours. 1,250 hours500 tickets=2.5 hours average resolution time\frac{1,250\text{ hours}}{500\text{ tickets}} = \textbf{2.5 hours average resolution time}500 tickets1,250 hours=2.5 hours average resolution time
✅ 5. Set Benchmarks or SLAs (Service Level Agreements)
- Example targets:
- General user queries: Resolved within 24 hours
- Technical issues: Resolved within 48 hours
- Urgent complaints: Resolved within 4 hours
Compare actual resolution times against these targets.
✅ 6. Reporting Format Example
SayPro User Support Performance – June 2025
- Total queries resolved: 500
- Average resolution time: 2.5 hours
- Fastest resolution: 5 minutes
- Longest resolution: 3 days
- 90% of tickets resolved within SLA targets
- Common issues: Login errors, course access problems
- Recommendation: Automate FAQs and streamline ticket routing for faster turnaround
✅ 7. Improving Resolution Time
- Introduce AI chat assistants or GPT-guided support responses
- Train support staff on common queries
- Prioritize urgent tickets with smart routing
- Offer self-service options for frequently asked questions
- Neftaly Malatjie | CEO | SayPro
- Email: info@saypro.online
- Call: + 27 84 313 7407
- Website: www.saypro.online
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