Resolution time

Resolution time is the elapsed time from the first inbound customer message to when the thread was moved to Done.

How it's calculated

Start point: the first inbound customer message timestamp, not thread creation time. The two differ when a thread is created before the customer sends their first message.

End point, in order of priority:

1. If an agent manually moved the thread to Done, that timestamp is the resolution point.

2. If the most recent Done was set automatically (e.g. by a workflow), the calculation uses the last manually-set Done before that instead.

3. If no manual Done exists, it falls back to the last outbound message timestamp.

Only threads with a Done status, a non-null first inbound message, and a non-null last outbound message (where last outbound is later than first inbound) are included. Threads created by a Plain user are excluded. The window is when the thread moved to Done, not when it was created.

Statistical views

Median: the midpoint resolution time across threads that moved to Done in the selected period. Half resolved faster, half slower.

90th percentile: 90% of threads resolved within this time. High values point to a tail of stalled or complex cases.

Team member view

In Team reporting, resolution time covers threads that team member moved to Done.

You can configure auto-resolution in Settings → Workflow.