Introduction to the Average Resolution Time KPI
The Average Resolution Time KPI is a key customer support metric that measures how long it takes a team to fully resolve a customer issue. It directly reflects the efficiency, responsiveness, and overall quality of your support operations.
What Is Average Resolution Time?
This KPI shows the average time required—from ticket creation to ticket closure—to solve customer problems. It is calculated using:
Total Time to Resolve All Tickets ÷ Number of Resolved Tickets
A shorter resolution time indicates a fast and well-structured support system, while longer times may reveal process gaps, understaffing, or lack of proper tools.
Why This KPI Matters
Average Resolution Time plays a major role in customer satisfaction and retention. It offers insights into:
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Support team productivity and capacity
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Quality of internal workflows and troubleshooting processes
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Customer frustration points and bottlenecks
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Training needs and resource allocation
Improving this KPI typically leads to happier customers, fewer escalations, and more efficient operations.
How to Use This KPI Effectively
Businesses often monitor this KPI daily or weekly, segmenting results by issue type, channel (email, chat, phone), and support tier. Combining it with First Response Time, Customer Satisfaction Score (CSAT), and Ticket Volume provides a complete view of support performance.