Definition
Average Resolution Time, also known as Average Handle Time (AHT), is the average amount of time it takes for a support team to fully resolve a customer issue from the moment it is opened to the moment it is marked as closed. This includes all interactions, escalations, and wait times involved in resolving the query.
Why It Matters
AHT is a key metric for measuring team efficiency and service quality. It helps businesses understand how quickly and effectively their support team can handle incoming requests. A lower AHT often signals well-trained agents and optimized processes, while a high AHT may reveal inefficiencies such as workflow gaps, insufficient resources, or overly complex procedures. Balancing resolution speed with quality ensures customers receive timely and helpful support without sacrificing satisfaction.
Real-Life Use Case
An airline’s customer service team monitors AHT across multiple ticket categories to improve support operations. They find that requests related to flight changes consistently take longer to resolve. After reviewing internal processes, the team updates their knowledge base and trains agents on faster booking tools. As a result, AHT for these cases drops by 30%, leading to faster resolutions and happier customers.
FAQs
Complex issues, lack of clear documentation, agent inexperience, and long customer hold times can all extend resolution time.
AHT = Total time spent resolving all tickets ÷ Total number of resolved tickets in the same period.
Not necessarily. Speed must be balanced with accuracy and helpfulness. A rushed resolution may solve the wrong problem or lead to repeat contacts.
Streamline workflows, offer agents better training and tools, implement efficient ticket routing, and provide customers with helpful self-service options.