Skip to main content
Resolution time is the elapsed time from the first inbound customer message to when the thread was moved to Done.

​
How it’s calculated

Start point: the first inbound customer message timestamp, not thread creation time. The two differ when a thread is created before the customer sends their first message. End point, in order of priority:
  1. If an agent manually moved the thread to Done, that timestamp is the resolution point.
  2. If the most recent Done was set automatically (e.g. by a workflow), the calculation uses the last manually-set Done before that instead.
  3. If no manual Done exists, it falls back to the last outbound message timestamp.
Only threads with a Done status, a non-null first inbound message, and a non-null last outbound message (where last outbound is later than first inbound) are included. Threads created by a Plain user are excluded, and so are threads assigned only to machine users such as Ari. A thread that re-opens drops out until it’s Done again. The window is the thread’s last outbound message, not when it moved to Done or when it was created.

​
Statistical views

Median: the midpoint resolution time across resolved threads whose last outbound message was in the selected period. Half resolved faster, half slower. 90th percentile: 90% of threads resolved within this time. High values point to a tail of stalled or complex cases.

​
Team member view

In Team reporting, resolution time credits every team member who was ever assigned to the thread, not only the one who moved it to Done. You can configure auto-resolution in Settings → Status.

​
SLA tracking

Resolution time SLAs use a different clock from this metric. The SLA clock starts when the thread is created rather than at the first inbound message, counts only your business hours when the SLA is configured that way, and can pause while the thread is in statuses such as Waiting for customer. First resolution time SLAs will complete the first time that the thread is marked Done. Total resolution time SLAs will start counting again if the thread is reopened. See SLA policies and Tier SLAs for how they are configured and tracked. SLA compliance in Insights covers first response and next response SLAs. Resolution time SLA compliance isn’t reported yet.