1. Customer Service
  2. Chat-Based Customer Support

Chat Resolution Time


The average time taken to resolve a customer's issue or query during a chat session, in minutes. Shorter resolution times often lead to higher customer satisfaction. Monitoring this KPI ensures efficiency and effectiveness in the chat support process.


Total resolution time for chats / Number of resolved chat cases


If it took 300 minutes in total to resolve 30 chat cases, the Chat Resolution Time is 10 minutes.