Formula
Average Resolution Time = Total Resolution Time ÷ Number of Tickets
Calculation Example
If a company resolves 500 tickets in 50,000 minutes, Average Resolution Time = 50,000 ÷ 500 = 100 minutes
Data Source
CRM software, customer support platforms
Tracking Frequency
Weekly, Monthly, Quarterly
Optimal Value
Lower is better; faster resolution improves customer satisfaction.
Minimum Acceptable Value
A high resolution time suggests inefficiencies in customer service.
Benchmark
Industry benchmarks: Live Chat ~5-15 minutes, Email ~12-24 hours, Call Centers ~1-2 days
Recommended Chart Type
Line chart (to track trends), Bar chart (to compare teams)
How It Appears in Reports
Displayed in customer support reports to assess efficiency.
Why Is This KPI Important?
Indicates how quickly customer issues are fully resolved.
Typical Problems and Limitations
Focusing only on speed can lead to poor resolution quality.
Actions for Poor Results
Automate repetitive inquiries, expand support team, improve training.
Related KPIs
First Response Time, CSAT, Net Promoter Score (NPS)
Real-Life Examples
A telecom company reduced resolution time from 48 hours to 12 hours by streamlining escalation processes.
Most Common Mistakes
Reducing resolution time without ensuring high-quality support.
