How ART (Average Resolution Time) works
The Average Resolution Time (ART) measures how long it takes, on average, to fully resolve a ticket.
It is used to evaluate support efficiency and understand how quickly issues are handled internally.
What Is Included in ART
ART measures the actual active handling time of a ticket during business hours.
It includes:
Time spent working on the ticket
Internal discussions
Escalations or transfers between teams
Investigation time within business hours
Internal delays during working hours count toward ART.
What Is Excluded from ART
To ensure fair measurement, ArminCX automatically excludes:
Non-Business Hours
Weekends and time outside your configured working hours are not counted.
Customer Wait Time
If an agent replies and is waiting for the customer to respond, this waiting time is subtracted.
Example:
If a customer takes three days to reply, those three days are not included in ART.
Whether a ticket is placed on hold or not, customer response time is excluded.
Important to Know
Business hours must be configured correctly
Internal routing and escalations affect ART
Customer delays do not impact the metric
ART reflects real internal handling efficiency not external delays