Average resolution time for a ticket(s) is calculated in the following way: 

1. Cayzu captures the total number of tickets that fall into the date range you specify. *This is done by checking to make sure the date resolved falls into the date range. 

2. Cayzu then determines the time between the date created and the date resolved of each ticket in the date range and then takes in consideration the actual defined business hours.  (Only hours within your defined business hours will be considered to calculate the average resolution time).

3. Cayzu then sums all the time differences together for every ticket, and then is divided by the total number of tickets. This gives you your average resolution time in minutes. 

The average of a set of numbers is simply the sum of the numbers divided by the total number of values in the set. For example, suppose we want the average of 24 , 55 , 17 , 87 and 100 minutes.  Simply find the sum of the numbers: 24 + 55 + 17 + 87 + 100 = 283 and divide by 5 to get the average resolution time of 56.6 minutes .

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