Average resolution time is a key performance indicator (KPI) used in customer support and IT service management to measure the average time taken to resolve a ticket or issue. It is an important metric for assessing the efficiency and effectiveness of a support team. A lower average resolution time indicates that issues are being resolved quickly, which can lead to higher customer satisfaction and improved service quality.
The formula to calculate the Average Resolution Time (ART) is:
\[ ART = \frac{T}{N} \]
Where:
Let's say the total time spent is 120 hours and the number of tickets is 30. Using the formula:
\[ ART = \frac{T}{N} = \frac{120}{30} = 4 \text{ hours/ticket} \]
So, the Average Resolution Time (ART) is 4 hours per ticket.
Definition: Average resolution time is the average time taken to resolve all tickets in a given period.
Formula: \( \text{Average Resolution Time} = \frac{\text{Total Resolution Time}}{\text{Number of Tickets Resolved}} \)
Example: \( \text{Average Resolution Time} = \frac{500}{50} \)
Definition: The time resolution of a detector is the smallest time interval that can be distinguished by the detector.
Formula: \( \text{Time Resolution} = \frac{1}{\text{Frequency Resolution}} \)
Example: \( \text{Time Resolution} = \frac{1}{1000} \)
