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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 joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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