Average Resolution Time

What does average resolution time mean?

Average resolution time (ART) measures the average duration customer support agents take to resolve tickets within a specific period. This metric, also known as Average Time to Resolution, Average Ticket Resolution Time or Mean Time to Resolution (MTTR), reflects the efficiency of resolving customer issues.   ART varies based on factors like the complexity of issues and the agent-to-ticket ratio. Here is a quick rundown on the benefits of ART: 

• Lower ART often correlates with happier customers who value quick service. 
• Knowing ART helps effectively allocate the right number of agents for peak efficiency.  
• Measuring ART sets performance benchmarks, helping you set realistic goals and guide agent improvement. 

To calculate ART, use the following formula:

How to reduce average resolution time

While you may apply various strategies to reduce ART, here are a few proven ways:  

• Prioritize tickets: Tag tickets by urgency, complexity and impact for effective prioritization and quicker handling. 
• Canned responses: Use pre-written answers for frequent inquiries to accelerate the resolution process. 
• AI knowledge bases: Use AI to filter and deliver information from knowledge bases directly to agents in real time. 
• Solid training: Develop rapid, scenario-based training programs that sharpen agents' abilities to identify and resolve issues swiftly. 
• Streamlined workflows: Implement customer service workflows and clear escalation paths to reduce time on task redirects.