As a help desk manager, you already know first hand that request resolution times are just as (or even more) important that first response times. Because even though requesters may appreciate receiving a prompt response from your technician after raising a request, unless it is followed by timely resolution of the request, it can lead to customer dissatisfaction. Which is why it is important for a help desk manager to closely monitor the time difference or the time lapse between first response and request resolution, also dubbed response-to-resolution time.

 

This is a simple metric you can monitor using Analytics Plus. To simplify the report, I've split the x-axis into 5-hour ranges. For instance, this report shows that there are 3 requests that were resolved within 5 hours of first response, and 3 requests resolved between 5-10 hours of first response, etc., Splitting the x-axis by 5-hour ranges helps keep the report clean and uncluttered. 

X-axis: Hours to complete since initial response (Actual - Range > Range size: 5)

Y-Axis: Request ID (Count)

You need this custom formula to create the 'hours to complete since initial response' column:

dateandtimediff(HOUR, "Responded Time", "Completed Time")

Filters:

Request pending status (Actual) - Include 'No'

Hours to complete (Actual) - Exclude >50 hours