Ticket resolution rate calculator
For incoming mode, older backlog can make resolutions exceed new arrivals. For workload mode, enter opening backlog plus incoming once, excluding double counting and tickets outside the stated scope.
Ticket resolution rate calculator
Cohort and workload modes require resolved tickets to be a unique subset of the selected eligible base. Incoming mode compares period resolutions, including earlier backlog, against that period’s incoming volume: it can exceed 100% and is not a cohort completion probability. Declare scope explicitly; no time target is assumed.
For incoming mode, older backlog can make resolutions exceed new arrivals. For workload mode, enter opening backlog plus incoming once, excluding double counting and tickets outside the stated scope.
Exclusions remove ineligible denominator records. Duplicate records are extra copies, disjoint from exclusions. Enter a numerator already filtered to that eligible base; do not subtract these counts again.
Totals pool counts only within an identical scenario, cohort, model and unit; each group lists its member periods and sources. Never average row percentages. Do not pool overlapping periods or alternative versions of the same records.
All operations run in this browser. No service, industry benchmark, SLA target or organizational policy is inferred.
A QUICK WALKTHROUGH
How to use this tool
- Confirm that each row uses the declared same-period scope and that pooled rows represent disjoint records. Alternative scenarios stay separate.
- Exclusions remove ineligible denominator records. Duplicate records are extra copies, disjoint from exclusions. Enter a numerator already filtered to that eligible base; do not subtract these counts again.
- Totals pool counts only within an identical scenario, cohort, model and unit; each group lists its member periods and sources. Never average row percentages. Do not pool overlapping periods or alternative versions of the same records.
Model
Cohort and workload modes require resolved tickets to be a unique subset of the selected eligible base. Incoming mode compares period resolutions, including earlier backlog, against that period’s incoming volume: it can exceed 100% and is not a cohort completion probability. Declare scope explicitly; no time target is assumed.
Eligible denominator
Exclusions remove ineligible denominator records. Duplicate records are extra copies, disjoint from exclusions. Enter a numerator already filtered to that eligible base; do not subtract these counts again.
Weighted total for matching scenario, cohort and model
Totals pool counts only within an identical scenario, cohort, model and unit; each group lists its member periods and sources. Never average row percentages. Do not pool overlapping periods or alternative versions of the same records.
Report
Exact reduced fractions preserve full precision. The percentage preview is rounded to 12 decimal places; export contains the exact percentage fraction.
GOOD TO KNOW
Common questions
Can the rate exceed 100%?
Cohort and workload modes require resolved tickets to be a unique subset of the selected eligible base. Incoming mode compares period resolutions, including earlier backlog, against that period’s incoming volume: it can exceed 100% and is not a cohort completion probability. Declare scope explicitly; no time target is assumed.
What does a zero denominator mean?
The rate is undefined, not zero. The report retains the numerator and denominator so the empty base remains visible.
How are totals interpreted?
Totals pool counts only within an identical scenario, cohort, model and unit; each group lists its member periods and sources. Never average row percentages. Do not pool overlapping periods or alternative versions of the same records.