How do I calculate first response time?

Add up the time each ticket waited for its first reply, then divide by the number of tickets.

How do I calculate average handle time?

Add talk or chat time, hold time and wrap-up time across all contacts, then divide by the number of contacts.

How do I calculate SLA compliance?

Divide the tickets answered within your SLA by all tickets, then multiply by 100.

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Support metrics calculator

Work out your average first response time, average handle time or SLA compliance from your team's numbers.

Total time to first reply, all tickets (minutes)

Tickets

Average first response time

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Average first response time = total time to first reply ÷ tickets. Count business hours or calendar hours, but the same way every time.

Support metrics examples

How each metric works out in practice. Enter your own numbers above.

First response time

4 tickets waited 10, 25, 40 and 5 minutes for their first reply. Average first response time = (10 + 25 + 40 + 5) ÷ 4 = 20 minutes

Average handle time

300 contacts with 1,800 minutes of talk time, 150 minutes on hold and 450 minutes of wrap-up. Average handle time = (1,800 + 150 + 450) ÷ 300 = 8 minutes

SLA compliance

A first-reply SLA of 1 hour. Last month, 940 of 1,000 tickets got a first reply within an hour. SLA compliance = 940 ÷ 1,000 × 100 = 94%

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Questions, answered.

How do I calculate first response time?: Add up the time each ticket waited for its first reply, then divide by the number of tickets.
How do I calculate average handle time?: Add talk or chat time, hold time and wrap-up time across all contacts, then divide by the number of contacts.
How do I calculate SLA compliance?: Divide the tickets answered within your SLA by all tickets, then multiply by 100.
Is it free?: Yes, with no sign-up. It runs in your browser, so nothing you type is sent to us.

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