Abstract: One embodiment provides a method for evaluating resolver skills, the method including: utilizing at least one processor to execute computer code that performs the steps of: obtaining a closed ticket; extracting, from the closed ticket, ticket information; associating, based on the ticket information, the closed ticket with a resolver; identifying, based on the ticket information, at least one performance characteristic associated with the resolver; and updating, based on the performance characteristic, a resolver score. Other aspects are described and claimed.