How do I use Resolution Performance?

Use the Resolution Performance panel to understand how quickly service requests are being resolved and whether those resolutions are holding up.

The Resolution Performance panel gives you a view into recent service request efficiency and resolution quality. It combines two metrics, Average Resolution Time and Reopen Rate, which enable you to consider speed and quality together so you can spot changes and possible early warning signs, rather than view a complete historical performance review.

You can also explore patterns behind the charts, and see trends such as:

• On which days reopen rates spiked relative to resolution activity?
• Are resolution times unusually high for certain products or severity levels?
• Are reopen rates higher for requests resolved very quickly?
• Are recent changes driven by a particular product area?
• Do the trends indicate an early warning sign of operational drift?

How the metrics are calculated

Average Resolution Time: Shows requests that entered a Resolved or Closed status during the most recent 10 calendar days. For each included request, the panel measures the precise time from when the request was opened to when it was resolved, then averages those durations.

Reopen Rate: Counts requests that moved from Resolved or Closed back to an active work state, such as In Progress or Waiting, during the same most recent 10 calendar days. If a request was reopened more than once in that period, each reopened event is counted. For each day, the panel divides the number of reopened events by the number of requests resolved that day and expresses the result as a percentage, and then displays a chart of the daily pattern and the overall 10-day rate.

How rule-based and AI analysis differ

Rule-based (deterministic)	AI-assisted (LLM)
Identifies resolved, closed, and reopened lifecycle events within the applicable 10-day windows.	Interprets the pattern in the charts and produces a concise, plain-language insight.
Calculates average resolution time, daily reopen rate, period-over period change, and chart values.	Assigns simple status labels to help summarize the direction, such as Improving, Declining, Worsening, or Stable.
Uses the same eligibility and calculation rules each time.	In expanded view, explains notable relationships between speed and quality. It doesn't change any metric or service request.