What is Average Resolution Time?
Average time to fully resolve a ticket.
How to calculate it
Calculate Average Resolution Time as: Total time to resolve / Number of resolved tickets. Pull the inputs from your connected data and track the trend over time in your dashboard.
Examples
Example 1
Tickets resolve in 6 hours on average against an 8-hour SLA.
Example 2
Tickets resolve in 6 hours on average against an 8-hour SLA for standard priority, leaving headroom even during busier periods.
Why it matters
Average resolution time is the average time to fully resolve a ticket and reflects both support efficiency and issue complexity. It is a key SLA metric and a driver of customer satisfaction. Pausing the resolution clock inconsistently (for example while awaiting customer reply) makes the figure unreliable.
Benchmark context
Set targets against SLA tiers by priority; benchmark each priority level separately rather than using one blended figure.
Common pitfalls
Pausing the clock inconsistently.
Related KPI guides
Turn KPI definitions into governed dashboards
Metricwise helps teams define metrics once, reuse them across dashboards, and ask trusted business questions in plain English.
Get Started