Quick answer
Resolution time is the core object here; understand the problem it solves before choosing a tool or workflow. Resolution time should exclude customer wait and non-working hours.
Why it matters
Without the concept, format, permission or compatibility issues are easily misread as tool failures.
Define the clock: 24/7 or business hours.
Step by step
- Define QA goals and observable behaviors before building a giant scorecard.
- Stratify samples by shift, channel and risk so they represent real problems.
- Calibrate scoring boundaries before ranking or performance decisions.
- Attribute issues to knowledge, process, system or people before choosing fixes.
Common mistakes
- Scoring without calibration makes managers incomparable.
- Sampling only easy tickets biases the result.
- Using QA as punishment makes agents hide context.
- Looking only at CSAT while ignoring resolution and rework.
Checklist
- Scorecard has behavioral anchors.
- Sampling has stratification rules.
- Calibration records disputed samples.
- Issues have owners and review dates.
Key facts
- Define the clock: 24/7 or business hours.
- Segment by issue type, not just a global average.
- Long-tail tickets skew averages; use median and P90.
FAQ
What is Resolution time?
Resolution time is the core object here; understand the problem it solves before choosing a tool or workflow. Resolution time should exclude customer wait and non-working hours.
How long does it take?
Usually 1-3 minutes; for intermittent issues, run 30 seconds and retest elsewhere.
Is data uploaded?
Runs locally and does not upload video/audio; extensions may still read the page.
Source: Intercom