Average Resolution Time
Definition
Average resolution time measures how long it takes, on average, to fully resolve a customer issue from the moment it is first reported to the moment it is closed. Unlike handle time, which focuses on a single interaction, resolution time captures the full lifecycle of a case, including follow-ups, escalations, and any back-end coordination that happens between contacts.
A high average resolution time does not always mean agents are slow. It often reflects system complexity, cross-team dependencies, or gaps in how information moves through the operation.
Example
A software company tracks resolution time across its support tiers. Simple billing corrections close in minutes. Complex technical issues involving product bugs or integrations may take days.
When average resolution time starts rising, the team investigates:
- escalation handoffs are creating delays between tiers
- engineering queues are backing up for certain issue types
- customers are not being updated, leading to repeat contacts that extend the case timeline
By addressing these workflow gaps, the team reduces resolution time without adding headcount.
Why It Matters
This shows up as a lagging indicator of how well the support operation is actually solving problems. Long resolution cycles create customer frustration, increase contact volume, and tie up agent capacity.
Operationally, it helps teams see where delays are occurring across the full journey, not just individual interactions. When paired with FCR and contact rate, it provides a more complete picture of operational health.