An on-time resolution occurs when a ticket is resolved within the time frame specified in the SLA. This due by time for each ticket is calculated based on the SLA policy of the requester's company or the priority of the ticket itself. Agents should always try to resolve a ticket within this time frame or, at the very least, explain to the customer why it is taking longer than expected. If a ticket is not resolved within the time frame specified, it is marked as overdue. This is not good for agents because if a SLA is broken, the manager is also notified. So, at the start of the day, agents can filter tickets for those that are due that day and begin working on them right away.
