Use one elapsed duration per closed ticket. The median and 90th percentile use the nearest-rank method.
Case routing / Service quality lead
Resolution Tail
Compare typical resolution time with the long tail of closed tickets.
01 / Inputs
Working sheet
Edit any cell to recalculate. Use anonymous references. Data stays in this browser tab and clears when you reload.
| Ticket | Resolution hours | Row |
|---|
02 / Review
Decision sheet
| Ticket | Elapsed h | Position |
|---|---|---|
| T-5 | 19 | At or above P90 |
| T-4 | 7 | Middle |
| T-3 | 5 | At or below P50 |
| T-2 | 4 | At or below P50 |
| T-1 | 2 | At or below P50 |
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