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. |
Understanding Residual Time and Average Residual Time
Residual Time represents the remaining time before an SLA deadline at the moment an agent responds or resolves a ticket or chat.
Average Residual Time is the average of these remaining times across multiple tickets or conversations.
Key Interpretation
- A higher positive residual time means the agent acted well before the SLA deadline (better performance).
- A value close to zero means the action occurred near the SLA deadline.
Worked Example: Calculating Average Residual Time
Scenario:
First Response SLA = 60 minutes
| Ticket | First Response Time | Residual Time Calculation | Residual Time |
|---|---|---|---|
| Ticket A | Responded in 20 minutes | 60 − 20 | 40 minutes |
| Ticket B | Responded in 50 minutes | 60 − 50 | 10 minutes |
| Ticket C | Responded in 30 minutes | 60 − 30 | 30 minutes |
Step-by-Step Calculation
- Identify the SLA target: 60 minutes
- Subtract the actual response time from the SLA for each ticket:
- Ticket A: 60 − 20 = 40 minutes
- Ticket B: 60 − 50 = 10 minutes
- Ticket C: 60 − 30 = 30 minutes
- Add all residual times:
- 40 + 10 + 30 = 80 minutes
- Divide by the number of tickets:
- 80 ÷ 3 = 26.67 minutes
Final Result:
Average Residual Time = 26 minutes 40 seconds
This means that, on average, agents responded 26 minutes and 40 seconds earlier than the SLA deadline.
- 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 procedure as in the ticket section, but select the Chat tab instead of the Ticket tab to evaluate chat residual time.
Frequently Asked Questions
-
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.
