Average Resolution Time Calculation

ART Formula:

\[ ART = \frac{\text{Total Resolution Time}}{\text{Number of Issues}} \]

Average Resolution Time (ART):

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1. What is Average Resolution Time?

Average Resolution Time (ART) is a key performance metric that measures the average time taken to resolve issues or support tickets. It provides insights into the efficiency of support teams and helps in service level management.

2. How Does the Calculator Work?

The calculator uses the ART formula:

\[ ART = \frac{\text{Total Resolution Time}}{\text{Number of Issues}} \]

Where:

\( ART \) — Average Resolution Time (hours)
\( \text{Total Resolution Time} \) — Sum of all resolution times (hours)
\( \text{Number of Issues} \) — Total number of issues resolved

Explanation: This formula calculates the mean time required to resolve each issue, providing a clear measure of resolution efficiency.

3. Importance of ART Calculation

Details: Tracking ART helps organizations monitor support performance, identify bottlenecks, improve customer satisfaction, and optimize resource allocation for better service delivery.

4. Using the Calculator

Tips: Enter total resolution time in hours and the number of issues resolved. Ensure both values are positive numbers (total time > 0, number of issues ≥ 1).

5. Frequently Asked Questions (FAQ)

Q1: What is considered a good ART?
A: A good ART varies by industry and issue complexity, but generally lower values indicate better performance. Benchmarks should be established based on historical data and industry standards.

Q2: How is total resolution time measured?
A: Total resolution time is typically measured from when an issue is first reported until it is completely resolved and closed in the tracking system.

Q3: Should all issues be included in ART calculation?
A: For accurate metrics, include all resolved issues. However, some organizations may exclude certain categories like duplicate or invalid tickets.

Q4: How often should ART be calculated?
A: ART should be calculated regularly (weekly, monthly, quarterly) to track performance trends and identify areas for improvement.

Q5: Can ART be used for individual performance evaluation?
A: While ART is valuable for team performance, using it for individual evaluation should be done cautiously, considering issue complexity and other factors.