Pylon Metric
Support
Resolution Time = Issue Resolved Timestamp - Issue Created Timestamp
Resolution Time measures the elapsed time between when an issue is first opened in Pylon and when it is marked as resolved or closed. Because Pylon unifies shared Slack, Microsoft Teams, email, and in-app support into a single issue record, this metric captures the full lifecycle of a B2B support request regardless of which channel it arrived through. It reflects how quickly your team moves a customer from a reported problem to a confirmed solution.
Full guide: definition, formula, and benchmarksPylonSupportResolution Time
Resolution Time measures the elapsed time between when an issue is first opened in Pylon and when it is marked as resolved or closed. Because Pylon unifies shared Slack, Microsoft Teams, email, and in-app support into a single issue record, this metric captures the full lifecycle of a B2B support request regardless of which channel it arrived through. It reflects how quickly your team moves a customer from a reported problem to a confirmed solution.
How to calculate resolution time
Why resolution time matters for Pylon users
In B2B support, slow resolution erodes trust with the accounts that matter most, and a single drawn out issue in a shared Slack channel is visible to the whole customer team. Tracking Resolution Time from Pylon shows you whether issues are being closed at a pace your customers expect, and where they stall between first reply and final fix.
Watching this metric over time also surfaces structural problems, such as recurring issue types that always take longer, handoffs between teams that add delay, or accounts whose requests consistently sit open. That gives you the evidence to fix process rather than guess at it.
Understand and act on resolution time with KPI Tree
Sync your Pylon issue data into your warehouse and compute Resolution Time in KPI Tree, then place it inside a metric tree alongside related measures so you can see what drives it. Linking it to average resolution time, conversation volume trends, and agent productivity makes it clear whether a change in resolution speed comes from demand, staffing, or routing.
Assign RACI ownership so a named support lead is accountable for the metric, with agents responsible for the issues feeding it, and set a weekly review cadence to catch regressions early. KPI Tree keeps that ownership and the review rhythm attached to the metric so it does not drift.
Get started with your Pylon data
MCPPull metrics from Pylon directly through the Model Context Protocol.
Connect your existing warehouse where Pylon data already lands.
Our professional services team can build you turn-key AI foundations in a matter of weeks. Data warehouse on Snowflake/BigQuery, ELT with Fivetran, all modelled in dbt with a semantic layer.
Related Pylon metrics
Average Resolution Time
Customer SupportMetric Definition
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.
Conversation Volume Trends
Customer SupportMetric Definition
Conversation Volume = Count of New Conversations in Period
Conversation Volume Trends tracks the number of new support conversations initiated across all Pylon channels over time. It reveals patterns, seasonal variations, and anomalies that inform staffing decisions and operational planning. Sudden spikes often correlate with product releases, incidents, or marketing campaigns.
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.
Conversation Handoff Analysis
Customer SupportMetric Definition
Conversation Handoff Analysis measures the frequency, reasons, and impact of conversation transfers between agents, teams, or channels within Pylon. It quantifies the additional resolution time and satisfaction impact caused by each handoff, identifying opportunities to reduce unnecessary transfers.
Explore 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 RateAverage Resolution TimeSupport Cost per ContactTag Usage PatternsTeam Workload DistributionEmpower your team to understand and act on Pylon data
Map what drives your metrics, measure progress at any grain, prove what works statistically, and deliver personalised action plans to every team member.
