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Improving IRT 83% with One-Click Resolution




A B2C software company was experiencing a spike in Initial Resolution Time (IRT) to 7.3 hours. The cause was a lack of agent knowledge or training on an array of emerging topics that led to longer resolution times. This created a sizable backlog of tickets that drove up IRT.


After implementing Readyly’s Agent Assistant, agents cleared the backlog and were able to respond more promptly to new tickets across a wider breadth of topics, without the need for additional training.


Client reduced IRT by 83% to 1.2 hours and converted 30% of overall tickets to one-click resolution. This, along with reductions in ART, contributed to a $4/ticket savings and a 1000% ROI.

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