To effectively track and improve SayPro’s resolution time for user queries and complaints, it is essential to focus on key metrics such as Average Resolution Time (ART) and possibly First Response Time (FRT). By calculating ART as the total resolution time for all cases divided by the total number of resolved cases, SayPro can measure its efficiency in addressing user issues. Additionally, data collection from the support system should include ticket ID, submission timestamp, first response timestamp (if applicable), resolution timestamp, as well as issue type and user information for segmentation purposes. Setting benchmarks or SLAs, such as resolving general user queries within 24 hours or urgent complaints within 4 hours, can help in monitoring performance and ensuring timely responses to users. By comparing actual resolution times against these targets, SayPro can enhance customer satisfaction and optimize its support processes.