What Is Average Resolution Time and How to Improve It

Average Resolution Time (ART) is one of the most critical customer service metrics used to measure how quickly support teams resolve issues. Unlike First Response Time (FRT), which focuses on how fast an initial reply is given, ART reflects the total time it takes to solve a problem completely.

A shorter average resolution time often leads to higher customer satisfaction, increased loyalty, and more streamlined operations. In contrast, longer resolution times can frustrate customers, reduce trust, and hinder business growth.

In this article, we’ll cover everything you need to know about average resolution time — from its definition and formula to industry benchmarks and proven strategies for improvement. Whether you’re looking to understand ART better or optimize it for your team, this guide has you covered.

What is Average Resolution Time?

Average Resolution Time (ART) refers to the average amount of time it takes for a support team to fully resolve a customer issue or ticket. It measures the time elapsed from when a support request is first created to the point when it is marked as resolved.

Response time vs. resolution time

While response time and resolution time may seem similar, they measure different aspects of customer support efficiency:

Response time: The time it takes for a support agent to send the initial reply after a customer submits a request.

Resolution time: The total time taken to fully resolve the issue, including all follow-ups, communications, and troubleshooting steps.

For example, a customer might receive an initial reply within 30 minutes, but resolving their issue could take 2 days. ART captures the entire lifecycle of the issue resolution process, making it a more comprehensive measure of support effectiveness.

Why ART is a key performance indicator (KPI)

ART is a vital Key Performance Indicator (KPI) for customer service teams because it directly impacts customer satisfaction. Customers value prompt and effective solutions to their problems. Tracking ART helps teams:

Gauge efficiency: Understand how long it takes to resolve typical issues.

Identify bottlenecks: Spot delays or inefficiencies in the support process.

Improve satisfaction: Faster resolution times generally lead to happier, more loyal customers.

By monitoring and improving ART, customer service teams can enhance their overall performance and provide a better experience for customers.

How to calculate average resolution time

Calculating average resolution time (ART) is straightforward. The formula is:

Average Resolution Time = Total Resolution Time for All Tickets ÷ Number of Tickets Resolved

Step-by-step explanation

Total Resolution Time: Add up the total time taken to resolve each ticket. This includes all interactions and follow-ups until the ticket is marked as resolved.

Number of Tickets Resolved: Count the number of tickets fully resolved within the measurement period (e.g., a day, week, or month).

Example calculation

Imagine a support team resolves three tickets in one day with the following resolution times:

Ticket 1: 2 hours

Ticket 2: 5 hours

Ticket 3: 3 hours

Step 1: Calculate the total resolution time:
2 hours + 5 hours + 3 hours = 10 hours

Step 2: Apply the formula:
Average Resolution Time = 10 hours ÷ 3 tickets = 3.33 hours per ticket

This means the team’s average resolution time for that day is 3.33 hours per ticket.

Tools to simplify calculation

Many customer support platforms, such as Zendesk, Freshdesk, and Salesforce Service Cloud, automatically track and calculate average resolution time. These tools provide detailed reports to help monitor ART over time, making it easier to identify trends and opportunities for improvement.

Why average resolution time matters

Impact on customer satisfaction and experience

Customers expect prompt solutions when they encounter issues. A lower ART means faster resolutions, which improves customer satisfaction.

Example: If a customer’s issue with a product is resolved within an hour, they’re more likely to leave positive feedback. If it takes several days, they may lose confidence and look for alternative solutions.

Operational efficiency

ART helps measure how efficiently your support team operates. A high ART could indicate inefficiencies, such as poor ticket routing, lack of agent training, or inadequate resources. By improving ART, you streamline operations, reduce backlogs, and help your team handle more tickets without compromising quality.

Customer loyalty and retention

Fast resolution times contribute to better customer relationships and loyalty. Customers who receive quick and effective support are more likely to stay with your brand and recommend it to others. In contrast, slow resolutions can lead to churn and negative reviews.

Good vs. poor ART

Good ART: A customer issue is resolved promptly, with clear communication and minimal follow-ups.

Poor ART: The resolution process drags on, with long delays, unclear responses, or repeated back-and-forth communication.

Industry benchmarks for average resolution time

Understanding industry benchmarks for Average Resolution Time (ART) can help your support team set realistic goals and gauge performance. Benchmarks vary depending on the support channel used, the complexity of the issue, and the industry type. Here are common ART benchmarks based on support channels:

Common benchmarks by support channel

Email support:

Average Resolution Time: 24 hours

Email support typically involves asynchronous communication, making resolution times longer than real-time channels.

Phone support:

Average Resolution Time: 10-60 minutes

Phone support is designed for quick, real-time issue resolution. Most issues are addressed during the initial call, keeping ART low.

Live chat:

Average Resolution Time: 5-10 minutes

Live chat allows agents to engage with customers in real time, leading to faster issue resolution compared to email.

Social media support:

Average Resolution Time: 24 hours hours

Customers expect quick responses on social media platforms. Timely responses are crucial to maintaining a positive brand image.

Factors that influence ART benchmarks

Benchmarks can fluctuate based on:

Industry type: Some industries, like e-commerce or software, require faster resolution times, while financial services or healthcare may face more complex issues that naturally take longer.

Issue complexity: Simple inquiries (e.g., password resets) can be resolved quickly, while technical issues or account escalations may require more time.

Customer expectations: Industries known for exceptional customer service, like hospitality or retail, often operate with tighter resolution time benchmarks.

How to use benchmarks effectively

Compare your ART: Measure your current ART against industry standards to identify areas for improvement.

Set realistic goals: Establish ART goals based on your support channels and industry type.

Monitor regularly: Track ART over time to ensure your team meets or exceeds these benchmarks.

Factors that influence average resolution time

Several factors can affect how long it takes to resolve customer issues. Understanding these factors helps you identify areas for improvement and set realistic expectations for your team. Here are the key influences on Average Resolution Time (ART):

1. Complexity of the issue

Not all support tickets are created equal. Simple issues, like password resets or basic troubleshooting, can be resolved quickly. More complex problems, such as technical glitches or account-specific issues, naturally take longer to resolve.

Example:

Simple issue: “How do I reset my password?” — Resolution Time: 5 minutes

Complex issue: “My software keeps crashing intermittently.” — Resolution Time: 3 days

2. Agent skill level and experience

The proficiency of your support agents plays a critical role in resolution speed. Experienced agents who are well-trained can diagnose and solve issues faster. New agents or those who lack training may take longer to resolve tickets.

3. Support channel used

Different channels have different response dynamics that affect ART:

Live channels (e.g., phone, live chat): Typically faster, as agents can address issues in real time.

Asynchronous channels (e.g., email, social media): Can result in longer ART due to delays between responses.

4. Availability of resources and tools

Agents need the right tools to resolve tickets efficiently. Tools like knowledge bases, ticket management software, and collaboration platforms can significantly reduce ART. Lack of access to these resources can lead to delays.

Examples of helpful tools:

Knowledge base: Central repository of solutions for common issues.

Automation tools: Chatbots or automated workflows that handle simple tasks.

Collaboration platforms: Tools like Slack or Microsoft Teams that enable quick internal communication.

5. Ticket prioritization and routing

Efficient ticket management processes can impact ART. If tickets are routed to the right agents quickly, resolution times decrease. Poor prioritization or misrouted tickets can lead to delays.

Best practices:

Use automated systems to route tickets based on issue type.

Prioritize tickets based on urgency and customer needs.

Strategies and tools to improve average resolution time

Improving Average Resolution Time (ART) is key to delivering efficient and satisfying customer support. Here are proven strategies to help your team resolve issues faster while maintaining quality service.

1. Training and development

Well-trained agents resolve issues faster and more accurately. Continuous training ensures your team stays updated on products, processes, and best practices.

Tips:

Conduct regular training sessions on handling common and complex issues.

Offer role-specific training to improve specialization.

Use real-world scenarios and simulations to build problem-solving skills.

2. Develop a comprehensive knowledge base

A robust knowledge base provides agents and customers with quick access to solutions for common issues. This reduces back-and-forth communication and speeds up the resolution process.

Tips:

Include detailed FAQs, troubleshooting guides, and step-by-step instructions.

Keep content updated to reflect current products and services.

Offer a self-service portal so customers can resolve simple issues themselves.

3. Leverage automation tools

Automating repetitive tasks helps agents focus on more complex issues. Tools like chatbots and automated workflows can handle simple requests, such as password resets or order status inquiries.

Examples of automation:

Chatbots for handling basic queries 24/7.

Automated ticket routing based on issue type and priority.

Canned responses for common questions to save agents time.

TextExpander is a canned response tool that lets you create and use Snippets—predefined text templates—that can be quickly inserted into communications using simple abbreviations. This functionality can significantly enhance customer support operations by reducing ART with:

Streamlined responses: Support teams can swiftly insert pre-written responses to common inquiries, eliminating the need to compose replies from scratch.

Enhanced accuracy: Standardized Snippets minimize the risk of errors or omissions in responses. This consistency ensures that customers receive precise and reliable information, reducing the likelihood of follow-up queries and decreasing overall resolution time. citeturn0search1

Improved customer satisfaction: Faster and more accurate responses increase customer satisfaction.

Efficient training and onboarding: TextExpander facilitates the creation of a centralized repository of approved responses and information, which makes training and onboarding new agents fast.

Personalized communication: TextExpander allows for personalization through customizable fields within templates.

Reduce Average Resolution Time but keep it personal

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4. Optimize ticket management processes

Efficient ticket management can significantly reduce ART. Ensure tickets are categorized, prioritized, and routed to the right agents as quickly as possible.

Tips:

Implement a system to prioritize urgent or high-impact tickets.

Use automatic routing to assign tickets based on agent expertise.

Regularly review ticket workflows to identify bottlenecks and inefficiencies.

5. Monitor and gather feedback

Regularly track ART and gather feedback from agents and customers to identify areas for improvement. Continuous monitoring allows you to spot trends, address challenges, and refine processes.

Tips:

Use dashboards to visualize ART data and trends.

Collect customer feedback on resolution speed and quality.

Conduct regular performance reviews to help agents improve their efficiency.

6. Encourage collaboration

Some issues require input from multiple departments or team members. Encouraging collaboration helps resolve complex issues faster.

Tips:

Use collaboration tools like Slack, Microsoft Teams, or shared ticket systems.

Create processes for seamless handoffs between teams.

Tools for measuring average resolution time

Using the right tools to track and analyze Average Resolution Time (ART) can significantly improve customer support efficiency. Here are some popular tools that can help you measure and optimize ART effectively:

1. Zendesk

Zendesk is a widely used customer service platform offering robust reporting and analytics features. It tracks ART and other key metrics, allowing you to analyze performance trends and identify areas for improvement.

Features:

Real-time dashboards and customizable reports.

Automated ticket routing and workflow management.

Integration with other business tools for seamless data flow.

2. Freshdesk

Freshdesk provides comprehensive support management and performance tracking. Its reporting features help you measure ART and identify factors affecting resolution times.

Features:

Easy-to-use analytics dashboards.

Automation for repetitive tasks and ticket assignments.

In-depth reporting on agent productivity and ticket resolution.

3. Salesforce Service Cloud

Salesforce Service Cloud offers powerful analytics and customer support management tools. It helps teams track ART, monitor agent performance, and improve customer service processes.

Features:

Customizable reports and dashboards.

AI-powered insights to predict and resolve issues faster.

Integration with Salesforce’s CRM for a unified customer view.

4. HubSpot Service Hub

HubSpot Service Hub helps support teams track ART and other key metrics to improve customer service efficiency. It offers detailed reporting and automation features.

Features:

Customizable performance reports.

Automation for ticket routing and follow-ups.

Integration with HubSpot CRM for seamless customer data management.

Conclusion

Average Resolution Time (ART) is a crucial metric for evaluating the efficiency and effectiveness of your customer support team. By understanding what ART is, how to calculate it, and why it matters, you can make informed decisions to enhance your customer service operations.

Key takeaways from this guide include:

ART measures the total time taken to fully resolve customer issues.

Industry benchmarks can help set realistic goals for your support channels.

Factors such as issue complexity, agent skills, and support tools influence ART.

Proven strategies like agent training, automation, and efficient ticket management can reduce ART.

Ready to optimize your average resolution time? Start applying these best practices today to boost efficiency and keep your customers happy!

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