Resolution Time Calculator: calculate resolution time for your business. Formula, benchmarks, and practical tips included.
Average resolution time = Sum of resolution times ÷ Number of resolved tickets
Worked example: 1,200 tickets resolved in the month. Sum of resolution times = 3,600 hours. Average resolution time = 3,600/1,200 = 3 hours. For a live chat support team, this represents a relatively long resolution time — investigate whether tickets are being transferred between agents or requiring escalation unnecessarily.