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A ticket is the basic unit of work in a service desk. Ticket handle time, therefore, represents the amount of labor required to complete one unit of work. Additionally, it is an indirect measure of ticket complexity.

As an example, a typical password reset has a handle time of one to three minutes.

By contrast, a ticket for a proprietary business application in Oracle or SAP may have a handle time of 15 minutes or more.

So, how do we calculate it?

For live voice or chat tickets, ticket handle time is the average time that an analyst spends on a ticket, including talk time, chat time, wrap time, and after call or after chat work time (ACW).

For non-live tickets, such as email and web submitted tickets, the ticket handle time is the average time that an analyst spends working on the ticket before escalating or closing the ticket.

Why is ticket handle time important?

Since ticket handle time is a proxy for complexity, service desks with longer handle times generally require more experienced analysts. Additionally, cost per ticket increases as the average handle time increases!

Learn more in this HDI Metric of the Month!

Angela Irizarry

Angela Irizarry is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. She also oversees the company's sales and marketing efforts and manages its intellectual property and online resources. Angela has been with the company for 10 years and has over 20 years of experience in business development and strategy. She has been featured in Fortune magazine and has received recognition for her work in competitive and trends analysis from executives at a variety of Fortune 100 companies. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. Angela is highly skilled in communication, problem-solving, and project management, and is committed to delivering the highest level of service to MetricNet's clients.

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