Support / Customer Success
Time to Resolution TTR (aka "resolution time"; mean form "MTTR, mean time to resolve")
How long from opening a ticket until it is actually resolved.
The fork, why two teams get different numbers
Whether "waiting on the customer" time counts, and what "resolved" means, both fork.
In the Metric Library
- The full fork, both definitions worked all the way through
- The trap that makes the number lie, on a real export
- Every formula variant, spelled out
- The reconciliation anchor, what to tie it to and when to refuse
Reference: ITSM / support convention; ITIL uses MTTR terminology - no single authority on inclusions