Work Tools

Average Resolution Time Calculator

Estimate the average time it takes to fully resolve a case, ticket, or support request.

Updated April 16, 2026
Free online tool
Planning and research use

Why this page exists

Support performance gets easier to understand when total resolution time is turned into one time-per-case number instead of being reviewed only as a large time total. This calculator helps teams estimate average resolution time from total resolution time and total resolved cases.

Interactive tool

Run the estimate

Enter your numbers and read the result first, then use the sections below to understand what affects the outcome.

Calculator

Average resolution time calculator

Estimate the average time it takes to fully resolve a case, ticket, or support request.

Result

2 hours 30 minutes

Estimated average resolution time based on total resolution time divided by total resolved cases.

Average resolution time2 hours 30 minutes

Total resolution time used310 hours

Resolved case count used124

Average resolution time in minutes150.0 minutes

310 hours across 124 resolved cases works out to about 2 hours 30 minutes per case.
This can help summarize how long cases take to fully close, but it does not show whether a few hard cases are skewing the average.
Use the result with first-response, closure-rate, and resolved-ticket cost tools for a broader service picture.

This is a simple average, not a full operations diagnostic. Case complexity, backlog mix, reopen behavior, and waiting on customers or vendors can change how useful the number is.

Planning note

Last updated April 16, 2026. Use this tool to compare scenarios and plan ahead, then confirm important details with the lender, employer, insurer, contractor, or other qualified provider involved in the final decision.

How it works

What the calculator is doing

Enter total resolution time and the total number of resolved cases.

The calculator divides total resolution time by resolved case count.

It shows the average resolution time along with the values used in the estimate.

Understanding your result

This is a simple average only. It does not show whether a few complex cases, reopen behavior, or waiting on outside parties are heavily affecting the result.

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Examples

Ways people use this tool

Example scenarios help turn a quick estimate into a more useful comparison or planning step.

Summarize average time to full resolution

A time-per-case average can make it easier to compare periods than raw total resolution hours alone.

Check whether resolution time is trending up

Comparing the average across periods can help show whether full-case handling time is drifting higher.

Use it with service-team metrics

Average resolution time often makes more sense beside response-time, closure-rate, and resolved-ticket-cost tools.

When to use it

Good times to run this calculator

Use this when you want a quick average for how long cases take to fully close.

It is especially useful when comparing one week, month, or queue against another.

Assumptions and limitations

The estimate assumes total resolution time and resolved case count were measured on the same basis.

It does not show the spread between easy and difficult cases.

Common mistakes

Avoid the usual input mistakes

Comparing averages from different teams without checking case complexity can lead to weak conclusions.

Mixing elapsed resolution time and active working time in the same metric can distort the result.

Practical tips

Review the average alongside closure rate so you can see both speed and throughput together.

Revisit outlier cases separately if the average shifts suddenly without a clear workload reason.

Worked example

Walk through a realistic scenario

A worked example shows how the estimate behaves when the inputs resemble a real planning decision.

Estimate average resolution time for a support period

A team logs 18,600 minutes of resolution time across 124 resolved cases.

1. Enter 18,600 as total resolution time in minutes.

2. Enter 124 as resolved cases.

3. Divide time by resolved case count to estimate the average resolution time.

Takeaway: The result gives a clean time-per-case benchmark for comparing service periods.

FAQ

Common questions

How is average resolution time calculated here?

The calculator divides total resolution time by the number of resolved cases and shows the result as an average time per resolved case.

Why can the average be misleading on its own?

Because a small number of unusually long cases can skew the result even if most tickets are resolved faster.

Should waiting time count as part of resolution time?

That depends on how your team defines resolution time, but the result is most useful when the timing basis stays consistent from one period to the next.

Related tools

Keep comparing

Response-time, closure-rate, and resolved-ticket-cost tools help show whether faster or slower resolution is helping the broader service picture.

Handle-time and utilization tools can help explain whether staffing or workload balance is affecting resolution performance.

Work ToolsUpdated April 12, 2026