Resolution Rate (or Close Rate) is the percentage of support tickets received within a specific timeframe that were successfully resolved by the team. It is a fundamental "Health Metric" for support capacity, showing whether the team is keeping up with demand, falling behind, or proactively clearing their backlog.
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How is Resolution Rate calculated?
Resolution Rate = (Number of Resolved Tickets / Number of Inbound Tickets) × 100. A rate of 100% means you are perfectly matched to demand. Above 100% means you are clearing a backlog. Below 100% means your backlog is growing.
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Resolution Rate vs. First Contact Resolution (FCR): The difference?
Resolution Rate measures "Volume Throughput" (Did we close them all?). FCR measures "Resolution Quality" (Did we close them in one try?). You can have a high Resolution Rate but a low FCR if your agents are taking 5+ interactions to solve every issue.
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How do you improve Resolution Rate during a volume spike?
1) Increase staff (temporary). 2) Use "Self-Service Deflection." 3) Implement "Bulk Actions" for mass incidents. 4) Simplify the "Definition of Done"—ensure agents aren't keeping tickets "Open" just to wait for a 5-star rating.
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How do you use Resolution Rate for hiring?
If the team's average "Agent Capacity" is 300 resolutions per month, and you see inbound volume trending toward 10,000 next month, you know you need ~33 agents (plus shrinkage) to maintain a 100% Resolution Rate.
Knowledge Challenge
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