how to measure resolution rate

Discussion created by 8097393 on May 31, 2016
Latest reply on Jun 10, 2016 by Ramon Geertjens
i am trying to measure the  resolution rate of the engineer but i can seen to crack it.

resolution rate   = number of tickets handled / number of tickets resolved - tickets re open.

  1. just want to ask if any of your folks have implemented similar kpi and how your are able to generate the data.