Resolution time formula in Excel or Google Sheets
Put the inputs in column B from row 2, then paste the formulas below. They work the same in Excel and Google Sheets.
| Cell | What | Value or formula | Example |
|---|---|---|---|
| B2 | Total resolution time (hours) | 14400 | 14400 |
| B3 | Tickets resolved | 1200 | 1200 |
| B4 | Business hours per day | 8 | 8 |
| B6 | Average resolution time (hours) | =ROUND(B2/B3,1) | 12 |
| B7 | In business days | =ROUND(B6/B4,1) | 1.5 |
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Frequently asked questions
- How do you calculate average resolution time?
- Add the time each resolved ticket took from creation to resolution and divide by the number of tickets. 14,400 hours over 1,200 tickets is 12 hours, or 1.5 business days of 8 hours.
- What is a good resolution time?
- Simple B2C questions are often solved within 24 hours; B2B technical cases can take days. Set targets per priority and look at the median too, because a few old tickets inflate the average.
- What is the difference between first response and resolution time?
- First response time measures how fast the customer hears from you; resolution time measures how long the problem lasts. Customers care most about the second.
About the author
Abdessamad Ghanem
Customer Experience & Customer Success Consultant · Founder of Clarivoxx
Abdessamad Ghanem works across Customer Support, Sales, Customer Success, Account Management and Partner Management. He writes Clarivoxx Insights for B2B SaaS professionals who own retention, adoption and customer outcomes.