Which metric is used to gauge the average amount of time from incident reporting to resolution?

Mean Time to Resolution (MTTR) is the correct metric to assess the average duration from when an incident is reported until it is resolved. This measurement provides insights into the efficiency and effectiveness of the support process, focusing specifically on the entire lifecycle of incidents. MTTR helps organizations identify areas for improvement in their incident management processes and ensure timely resolutions, which is crucial for maintaining customer satisfaction and operational performance.

Mean Time to Resolution is particularly valuable because it encompasses all types of incidents, allowing teams to gauge their performance over time and adjust their strategies accordingly. It’s a critical indicator of how well the support team responds to and resolves customer issues, directly impacting user experience.

The other options focus on different aspects of support operations. For instance, First Level Resolution pertains to the percentage of incidents resolved during the initial contact, while Average Handle Time measures the duration of interactions, including both the handling of the inquiry and any follow-up needed. Average Hold Time specifically looks at the length of time users spend on hold during a support call, which doesn’t reflect the overall resolution time of an incident.