How to calculate:

Average Resolution Time (ART)

Monitoring this metric is important for guaging the overall health and performance of your help desk. If your average resolution time begins to increase you will need to investigate the undelying cause. It might indicate your support team needs additional training to handle more complex tickets or indicate a late of cooperation between the 1st and 2nd levels of support.

The average resolution time customers expect varies hugely between different industries and support channels. Many different companies claim to offer a comprehensive benchmark for each industry. Really, we should ask ourselves what ART the customers want. Aircall surveyed customers and found 48% expect a reponse within 6 hours (with 15% looking for an answer withing 60 minutes!). We suggest a starting benchmark of 6 hours to aim for. This can be revised and improved as you go.