On Time Resolution
What is On time resolution?
On-time resolution means that a ticket was resolved according to a time limit set in the SLA. Resolving tickets on time is important in order to keep your customers satisfied. All agents must try to always solve their tickets as soon as possible.
Opposite of on-time resolution is an overdue ticket. This means that is was not resolved within time stated in the SLA. Overdue tickets can have negative influence on your business and should be avoided.