How to Measure Residual Time in Tickets and Chat Conversations
Improving customer support efficiency usually focuses on reducing response and resolution times for tickets and chats. In BoldDesk, efficiency gains are measured by comparing response and resolution performance over time.
BoldDesk provides two types of metrics:
- Standard time-based metrics (Average First Response Time, Average Next Response Time, Average Resolution Time)
- SLA-based metrics (Residual Time)
- Residual Time is the most useful metric for tracking efficiency improvements because it measures performance against SLA targets, making comparisons across time periods more consistent.
This guide explains how to track improvements in response and resolution times by comparing data across different periods using the Agent Performance Dashboard.
Key Metrics Used to Measure Support Efficiency
This section defines the core metrics used throughout the guide so each metric can be understood independently.
| Metric | Description |
|---|---|
| Average First Response Time (AFRT) | Measures the time it takes for an agent to send the first reply after a ticket or chat is created. |
| Average Next Response Time (ANRT) | Measures the time taken by an agent to send follow-up responses after the customer replies. |
| Average Resolution Time (ART) | Measures the total time taken to resolve or close a ticket or chat, from creation to completion. |
| Residual Time (SLA-Based Measurement) | Indicates how early an agent responded or resolved an item relative to the defined SLA target. |
Measuring Tickets First and Next Response Residual Time
Residual Time is recommended for month-over-month or period-over-period comparisons, as it directly reflects performance improvements or regressions against SLA expectations. In Bolddesk, Residual Time means the remaining time left to meet an SLA (Service Level Agreement) for a ticket. It measures how quickly agents respond or resolve tickets relative to SLA targets across different time periods, helping answer questions such as:
- Are agents responding faster than before?
- Has SLA compliance improved after process changes or automation?
How to Access Tickets First, Next Response and Resolution Time Metrics
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Go to Reports.
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Open Agent or Group Performance Dashboard.
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Select the Ticket tab.
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Choose a Date Range (monthly comparison is recommended).
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Choose a specific Agent or Group.
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Locate the fifth widget: SLA Achieved (Agent Responded Before SLA Due)
This widget displays:
| Metrics | Description |
|---|---|
| First Response Average Residual Time | Measures how early agents responded compared to the SLA target for the first reply. |
| Next Response Average Residual Time | Measures performance on follow‑up replies after the customer responds. |
| Resolution Average Residual Time | Indicates how much earlier tickets were resolved compared to the defined SLA resolution target. |
These values can be compared from one month to another to identify improvements or regressions.
Follow the same steps as the ticket section, but select the Chat tab instead of the Ticket tab to measure residual time.
FAQ
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What is residual time in BoldDesk reports?
Residual time indicates how early an agent responded or resolved a ticket or chat compared to the defined SLA target. -
Why use residual time instead of raw response time?
Residual time directly reflects SLA performance and is better for measuring operational improvement. -
How often should metrics be reviewed?
Monthly reviews are recommended for identifying trends and sustained improvements. -
Can I compare individual agents and groups?
Yes. BoldDesk dashboards support both agent‑level and group‑level comparisons. -
Do these metrics apply to both tickets and chats?
Yes. The same SLA‑based residual measurements are available for tickets and chats.
