Home Conversation Closure: Handover (N2) and Retain (N1) How to define the ideal closing time for N1 conversations

How to define the ideal closing time for N1 conversations

Last updated on Aug 26, 2026

When to use

  • You want to understand the relationship between closing time and CSAT
  • You are seeing a lower CSAT than expected and want to assess the impact of closing time
  • You need to adjust the Minutes until ticket is resolved based on data

Prerequisites

  • Administrator access to the project's ClaudIA Panel
  • (Recommended) The project's CSAT metrics available in the Dashboard

About this article

This is a data-based analysis of the impact of closing time on customer satisfaction (CSAT), with a practical recommendation for adjustment.

What was analyzed

We cross-referenced the average closing time + problem resolved checker of tickets with CSAT across different projects. Only interactions with a relevant volume (min. 20 CSAT responses) and times between 0 and 120 min (typical of N1) were considered.

Above 120 minutes, the drop in response rate does not offset the increase in CSAT.

What the analysis showed

The results indicate a moderate positive correlation (r ≈ 0.40) between closing time and CSAT.

  • Tickets closed very quickly (up to ~30 min) → lower CSAT (automatic closures or incomplete interactions)

  • Tickets with a closing time close to 120 min → consistently higher and more stable CSAT

This behavior holds even after excluding cases with very low CSAT (<40%) — closing too quickly hurts the perception of the service.

What this means in practice

  • Short closures do not necessarily reflect efficiency — in many cases, they indicate a lack of engagement or automatic resolutions before actual confirmation

  • Allowing a longer period of inactivity before closing helps to capture late messages, improves the natural flow of the conversation and increases the chance of a positive CSAT

Ideal recommendation

We suggest that the automatic closing time be adjusted to around 120 minutes, especially for N1 tickets.

This interval balances:

  • ⏳ Enough time for the customer to resume the conversation without reopening the ticket

  • 😊 Higher satisfaction measured by CSAT

  • 📈 Fewer false closures with negative ratings

Next steps

  1. Review the time configured in "Fechamento automático por inatividade" (Automatic closing due to inactivity) in the automations panel

  2. If it is below 60 minutes, increase it gradually up to 120 min while monitoring the impact on the CSAT reports

Notes