Formula: Solved Tickets / Tickets Received = Resolution Rate
Common uses of Resolution Rate
Resolution Rate is commonly used to understand the ratio of tickets being assigned to an agent comparative to how many they are solving.
Downfalls of Resolution Rate
Taken alone, this metric won't tell you the entire story. For example, you could have an agent with a seemingly normal Resolution Rate of 85%. However, upon reviewing the Reopened Tickets you uncover that a large number of tickets that were solved were later reopened. Thus, it's important to use Resolution Rate in the context of other productivity metrics in order to understand the full story.