Resolution Rate Calculator

Measure and optimize your customer support efficiency

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function calculateResolutionRate() { var total = parseFloat(document.getElementById('totalIssues').value); var resolved = parseFloat(document.getElementById('resolvedIssues').value); var resultArea = document.getElementById('resultArea'); var rateValue = document.getElementById('rateValue'); var rateMessage = document.getElementById('rateMessage'); if (isNaN(total) || isNaN(resolved) || total total) { alert('Resolved issues cannot exceed total issues received.'); return; } var rate = (resolved / total) * 100; var formattedRate = rate.toFixed(2); resultArea.style.display = 'block'; rateValue.innerHTML = formattedRate + '%'; var message = ""; if (rate >= 90) { message = "Excellent! Your team is performing at a high efficiency level."; } else if (rate >= 75) { message = "Good. There is some room for process optimization."; } else { message = "Below average. Consider reviewing your support workflows or staffing levels."; } rateMessage.innerHTML = message; }

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What is Resolution Rate?

The Resolution Rate is a critical Key Performance Indicator (KPI) used by customer support teams, IT help desks, and service-oriented businesses to measure the percentage of customer inquiries or technical issues successfully resolved within a specific period.

It provides a direct look at your team's capability to address customer needs and reflects the overall health of your support operations. A high resolution rate generally correlates with high customer satisfaction (CSAT) scores and operational efficiency.

How to Calculate Resolution Rate

The formula for calculating the resolution rate is straightforward:

Resolution Rate = (Total Resolved Issues / Total Issues Received) × 100

Practical Example

Imagine a software company receives 1,200 support tickets in the month of October. Out of those, the technical support team successfully closes 1,050 tickets.

• Total Received: 1,200
• Total Resolved: 1,050
• Calculation: (1,050 / 1,200) = 0.875
• Result: 87.5% Resolution Rate

Why Tracking This Metric Matters

Understanding your resolution rate helps you identify several key business factors:

• Team Capacity: If your resolution rate is consistently low despite a high volume of tickets, your team might be understaffed.
• Process Bottlenecks: Low rates can indicate overly complex internal processes or a lack of proper support tools.
• Training Needs: If certain types of tickets are rarely resolved, your staff may require additional training in those specific areas.
• Customer Loyalty: Customers expect their problems to be solved. A low resolution rate leads to churn and negative brand sentiment.

How to Improve Your Resolution Rate

If your calculator result was lower than expected, consider these strategies to boost performance:

1. Implement a Knowledge Base: Enable customers to find answers themselves through self-service, reducing the volume of incoming simple tickets.
2. Better Routing: Use automated ticket routing to ensure the right issue goes to the agent with the specific expertise to solve it.
3. Invest in Better Tools: Ensure your team has access to internal wikis, diagnostic tools, and CRM integrations that speed up the troubleshooting process.
4. Continuous Training: Regularly update your team on new product features and common troubleshooting steps.

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