Average Resolution Time (ART)
Average Resolution Time measures the typical duration it takes for customer support to resolve a customer inquiry or issue, indicating the efficiency of the support process.
What is Average Resolution Time?
Average Resolution Time is the average length of time it takes for a customer support team to resolve a customer's issue or inquiry. This metric provides insight into the efficiency and effectiveness of the support process.
Why Average Resolution Time matters
Monitoring Average Resolution Time helps businesses understand how quickly they are addressing customer concerns. A shorter resolution time often leads to higher customer satisfaction and can reflect well on the support team's performance.
How to calculate Average Resolution Time
- Total Resolution Time: Sum the total time taken to resolve all customer inquiries within a given period.
- Number of Resolved Tickets: Count the total number of inquiries resolved in that same period.
- Calculation: Divide the total resolution time by the number of resolved tickets to find the Average Resolution Time.
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