GA
Help Desk Agent
Answers employee questions from policy and the system of record.
75%1 (modeled outcome) of HR case volume deflected
Glossary
Resolution time
Definition
Resolution time is the elapsed time from when a request is opened to when it is resolved, usually reported as a median or percentile per case type.
Resolution time captures the employee's or customer's experience of waiting. It is distinct from handle time, which measures the effort a person spent. A case can have low handle time and long resolution time if it sits in a queue or bounces between teams.
For HR shared services, resolution time is driven less by the difficulty of the answer than by intake: a case that arrives with the employee's record, the relevant policy, and the classification already attached is resolved faster than one that starts with four clarifying questions. Reporting by median and 90th percentile per case type shows where the delays are.
Meridian's Help Desk Agent resolves simple cases directly and hands complex ones to HR partners with context gathered, which shortens resolution time for both.
Related terms
Related agents
Agents that use this
Meridian agents whose work depends on resolution time. Each is scoped to one workflow and logs every action.
- 1.Modeled outcomes from design-partner deployments. Results vary by data quality, workflow scope, and approval policy. ↩
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