1. What is Resolution Time?

Resolution Time (RT) estimates the average time required to resolve support tickets based on total case time and the number of available agents. It helps in workforce planning and service level management.

2. How Does the Calculator Work?

The calculator uses the Resolution Time formula:

Where:

• \( RT \) — Resolution Time (hours per ticket)
• \( CT \) — Total Case Time (hours)
• \( N \) — Number of Agents (dimensionless)

Explanation: The formula divides the total available working hours by the number of agents to determine the average resolution time per ticket.

3. Importance of Resolution Time Calculation

Details: Accurate resolution time estimation is crucial for setting customer expectations, optimizing agent allocation, improving service level agreements, and enhancing overall support efficiency.

4. Using the Calculator

Tips: Enter total case time in hours and the number of agents. Both values must be positive numbers (case time > 0, agents ≥ 1).

5. Frequently Asked Questions (FAQ)

Q1: What is considered a good resolution time?
A: Ideal resolution times vary by industry and ticket complexity, but generally shorter times indicate better service efficiency and customer satisfaction.

Q2: How does agent count affect resolution time?
A: More agents typically reduce resolution time, but efficiency gains may diminish due to coordination overhead and varying agent skill levels.

Q3: Should this include all agent types?
A: Include only agents who are actively working on ticket resolution. Exclude administrative or supervisory staff not directly handling cases.

Q4: What factors can impact resolution time accuracy?
A: Ticket complexity, agent experience, system downtime, and seasonal fluctuations can all affect actual resolution times.

Q5: How often should resolution time be recalculated?
A: Regular monitoring (weekly or monthly) is recommended to account for changes in workload, staffing, and process improvements.