What is Time to Resolution?

Time to Resolution (TTR) is a customer service metric that measures the total elapsed time from when a customer initiates a support request until their issue is completely resolved. It is a critical indicator of support efficiency and customer experience.

TTR Components

• First response time: Time until initial reply
• Active handling time: Time spent working the issue
• Wait time: Time issue sits between actions
• Escalation time: Time spent in transfers
• Resolution time: Time to final solution

TTR vs AHT

• TTR: Total calendar time to resolution (can be hours/days)
• AHT: Active handling time during interaction (minutes)

TTR Benchmarks

• Live chat (AI): Under 2 minutes
• Live chat (human): 5-15 minutes
• Email: 4-24 hours
• Phone: Single call resolution or callback
• Complex issues: 24-72 hours

Why TTR Matters

• Customer satisfaction: Faster resolution = happier customers
• Cost: Longer issues consume more resources
• Agent workload: Open tickets create capacity pressure
• SLA compliance: Many contracts have resolution time requirements

Factors Affecting TTR

• Issue complexity: Simple questions vs complex problems
• Information availability: Access to customer data and knowledge
• Agent expertise: Skill level and training
• Tool efficiency: How fast systems work
• Escalation needs: Involvement of other teams

Reducing TTR with AI

AI dramatically reduces time to resolution:

• Instant response: No queue time
• Immediate knowledge access: AI knows your content
• First contact resolution: Most issues solved immediately
• Smart escalation: When needed, humans get full context

Maven AGI Difference: We help customers achieve 60% faster resolution times. When 90%+ of issues resolve in seconds rather than hours, the impact on TTR is dramatic. Speed without sacrificing quality - that is the goal.

Book a demo to reduce your resolution time.