Full Resolution Time is an important metric for any success or support team to understand. As opposed to First Response Time, which favours immediacy over quality, Full Resolution Time is very much a quality metric in that it requires the issue to be solved and closed. Ideally, these two metrics should be as close together as possible, meaning your team has a high First Contact Resolution Rate - a key driver of customer satisfaction and loyalty.
Some measurement nuances for Full Resolution Time are whether or not you measure this based on a business or calendar basis, and of course how you or your customer support software defines "closed" tickets - pending tickets that are waiting on a customer reply, or aggressive settings that prematurely close tickets.
As with any metric, analyze Resolution Time by channel, by support agent, by product and so on. Doing this will help you understand what's working really well, and what needs attention.
