Average resolution time
Average resolution time is the mean time it takes to fully resolve a ticket, measured from creation to closure.
Average resolution time is the average elapsed time between when a support ticket is opened and when it is fully resolved, across all tickets in a period. It is calculated conceptually as (sum of resolution times for all tickets) / (number of resolved tickets).
Most teams measure resolution time against business hours rather than raw clock time, so weekends and off hours do not distort the figure. Many also exclude time spent waiting on the customer, since that delay is outside the team's control, which keeps the metric focused on the support team's own speed.
In context
Average resolution time is a core indicator of how quickly a support team closes out customer issues end to end. It reflects the combined effect of staffing, process, tooling, and knowledge quality, which makes it a useful summary of operational health.
Teams use it to set expectations, plan capacity, and find slow points in the workflow. Because a single hard case can pull the average up sharply, many teams also look at the median and at resolution time broken out by issue type, so the headline figure is not misread.
How Auralis uses Average resolution time
Auralis shortens resolution time on two fronts: Autopilot closes repetitive contacts immediately, and Assist surfaces grounded answers to human agents, contributing to reported average handle time reductions of around 30% on the contacts that still reach a person.