Pylon Metric
Customer Support
Resolution Time = Conversation Resolved Timestamp − Conversation Created Timestamp
Resolution Time measures the total elapsed time from when a customer opens a conversation across any Pylon channel to when it is marked as resolved. It encompasses first response time, investigation, back-and-forth exchanges, and any internal waiting periods. It is a primary indicator of support efficiency.
Full guide: definition, formula, and benchmarksPylonCustomer SupportAverage Resolution Time
Resolution Time measures the total elapsed time from when a customer opens a conversation across any Pylon channel to when it is marked as resolved. It encompasses first response time, investigation, back-and-forth exchanges, and any internal waiting periods. It is a primary indicator of support efficiency.
How to calculate average resolution time
Why average resolution time matters for Pylon users
Customers judge support by how quickly their problem is solved. Long resolution times erode trust, increase churn risk, and consume more agent time per conversation. Understanding where time is spent - active handling versus waiting - reveals targeted improvement opportunities.
For Pylon teams, resolution time may vary significantly by channel. Slack conversations often resolve faster due to real-time interaction, while email threads can stretch over days. Comparing channel-specific resolution times sets appropriate expectations and SLAs.
Understand and act on average resolution time with KPI Tree
Sync conversation lifecycle data from Pylon into your warehouse and compute resolution time by channel in KPI Tree. Decompose it into sub-metrics (first response, active handling, waiting) in your metric tree.
Assign RACI ownership to team leads with SLA targets by priority and channel, and configure alerts when resolution time exceeds thresholds.
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Related Pylon metrics
First Response Time
Customer SupportMetric Definition
First Response Time = First Agent Reply Timestamp − Conversation Created Timestamp
First Response Time (FRT) measures the elapsed time from when a customer initiates a conversation to when they receive the first human reply from a support agent across any Pylon channel. Speed of initial acknowledgement strongly influences customer perception of the entire support interaction.
Customer Satisfaction Score
Customer SupportMetric Definition
CSAT = Positive Ratings / Total Ratings × 100
Customer Satisfaction Score (CSAT) measures the percentage of customers who rate their support experience positively after a Pylon conversation. It is the most widely used indicator of support quality and directly reflects whether agents are meeting customer expectations across all channels.
Escalation Rate
Customer SupportMetric Definition
Escalation Rate = Escalated Conversations / Total Conversations × 100
Escalation Rate measures the percentage of support conversations in Pylon that are escalated from first-line agents to senior specialists, managers, or engineering teams. High escalation rates indicate gaps in first-tier training, documentation, or tooling that prevent frontline resolution.
Agent Productivity Score
Customer SupportMetric Definition
Agent Productivity Score is a balanced composite metric that evaluates support agent effectiveness across multiple dimensions including conversations handled, resolution time, first-response speed, customer satisfaction, and escalation rate. It avoids over-indexing on volume by equally weighting quality indicators.
Explore average resolution time across integrations
All Pylon metrics
Account Health ScoreAgent Productivity ScoreAgent Specialisation AnalysisChannel Performance AnalysisConversation Handoff AnalysisConversation Sentiment AnalysisConversation Volume TrendsCross-Channel Journey AnalysisCustom Field UtilisationCustomer Contact FrequencyCustomer Effort ScoreCustomer Satisfaction ScoreEscalation RateFirst Response TimeIssue Category DistributionIssue Recurrence RateKnowledge Gap IdentificationMessage Response Time by PriorityPeak Hours AnalysisRepeat Contact RateSupport Cost per ContactTag Usage PatternsTeam Workload DistributionEmpower your team to understand and act on Pylon data
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