Utarbeidet med KI.
Why are cases closed too early?
Cases that are closed before the problem is resolved reappear as reopened cases or as new cases. The cause is rarely carelessness.
If the team is measured on average resolution time, the quickest way to improve the numbers is to close cases early. People do not consciously do this to game the system — they adapt to what is being measured. It is a predictable consequence of measuring only one thing.
Measure reopened cases alongside resolution time. This makes premature closure visible for what it is, and the two metrics balance each other out. This is the simplest measure with the greatest impact.
Is the case resolved when the response is sent, or when the customer has confirmed that it helped? Different answers produce different figures. Agree on a definition, document it, and use the same definition in your reports.
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