Resolution quality

Resolution quality reporting compares results for work item resolution times to the goals and deadlines set in a service level rule that applies to an entire flow (not to an assignment)

For example, assume for a business process (and flow rule) that:

• The goal time in the service level rule is three business days.
• Management expects that 90 percent of the work items will be resolved within three days of their arrival.

Resolution quality reports can compare actual results against this management expectation, by period or by organization.

Definitions