Average Resolution Time – what it is, why it is important, and how to calculate it.

Average resolution is a metric that measures the average time taken by customer service agents to resolve issues or convert inbound sales.

During operating hours, customer support reps typically manage multiple customer conversations at once. This makes it important for you to track the Average Resolution Time.

Customers that contact a business via live chat are still hoping for a faster experience. 59% of customers choose live chat before voice channels.

How to derive your Average Resolution Time (ART)?

Here's how you calculate ART.

Divide the total time taken to resolve all issues by the total number of conversations in a given period.

Generally, a good ART is considered to be less than 5 minutes.

Want to learn more about crucial customer service KPIs you should track? We have done the homework for you.