How do I compare typical resolution time with the long tail of closed tickets?
Use one elapsed duration per closed ticket. The median and 90th percentile use the nearest-rank method.
Open Resolution TailTry the worked example
These are the example inputs from Resolution Tail. Replace them in the tool to run your own case.
| Ticket | Resolution hours |
|---|---|
| T-1 | 2 |
| T-2 | 4 |
| T-3 | 5 |
| T-4 | 7 |
| T-5 | 19 |
Example result
P50 5 h · P90 19 h
Who uses this?
Service quality lead. The free online tool runs the calculation in your browser. To edit the files and use the tools offline in one business, see the €49 offline edition.
Where the idea came from
Compare typical resolution time with the long tail of closed tickets. The episode follows a service-business audit and the points where a booking journey can be measured. Benchcraft designed this tool’s inputs, decision rule and example for this office task.
Original video