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What is the Average Resolution Time?

In a contact center, the Average Resolution Time is a KPI that measures how long on average your support team takes to solve customer requests.

It is calculated by dividing the total resolution time for all tickets solved by the number of solved tickets that refer to the same period.

This important metric highlights the efficiency and the quality of your customer service and indirectly also how agents are performing. Keep in mind that it depends on many aspects like the complexity of each ticket and in general the complexity of your support service. Certainly, if the average time seems to be too you must investigate further on your service because there may be some actions that will support increase this KPI:

• you can plan training to support your agents
• you can make some adjustments on the criteria that routes call, in order to transfer them always to the most skilled available agent (skill-based routing).