SUPPORT

Understand whatis extendingresolution time.

Resolution time is the outcome of everything that happens between ticket creation and closure.

Flowmetric helps Operations understand that complete process, including where tickets move, where they wait, and where delays repeatedly accumulate.

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FLOWMETRIC PROCESS

SUPPORT
  1. Ticket Created
  2. Assigned
  3. Investigation
  4. Resolution
  5. Closed
Active progress and waiting across resolution

THE RESOLUTION PROCESS

See everything between ticket created and closed.

A support ticket can move through assignment, investigation, resolution, and several waiting periods before closure.

Flowmetric connects those stages into one Flow so Operations can understand the journey behind the final resolution time.

  1. Ticket Created
  2. Assigned
  3. Investigation
  4. Resolution
  5. Closed

One resolution journey from ticket creation to closure.

WAITING TIME

Separate active work from time spent waiting.

A ticket can remain unresolved even when no active work is happening.

Flowmetric helps distinguish process movement from waiting so Operations can see where resolution time is actually accumulating.

ACTIVE PROGRESSWAITING
Assigned
Movement and waiting remain visible
Investigation
Waiting is dominating this part of the process
Resolution
Movement and waiting remain visible

RECURRING FRICTION

Find delays that keep appearing across tickets.

One slow ticket can be an exception.

Repeated waiting at the same stage points to a process problem worth investigating. Flowmetric helps Operations identify recurring friction across completed Support Flows.

Flow AInvestigation wait
Flow BInvestigation wait
Flow CInvestigation wait
Flow DInvestigation wait

REPEATED AT THE SAME STAGE

PROCESS CHANGE

Know whether resolution is actually improving.

Compare support-process performance over time to understand whether changes to assignment, investigation, or resolution are making the complete process better.

BEFOREPrevious process

Waiting remained visible across the complete journey.

CHANGESupport process adjustment
AFTERCurrent process

Compare whether movement improved or friction shifted elsewhere.

SUPPORT

Understand the process behind resolution time.

  1. How long does the complete resolution process take?

  2. How much time is spent moving versus waiting?

  3. Where do tickets repeatedly accumulate?

  4. Which stages or handoffs create recurring friction?

  5. Did the latest process change reduce resolution time?

SUPPORT

See where your support process is losing time.

Explore how Flowmetric gives Operations a process-level view from ticket creation through resolution and closure.

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