This metric shows us the average time it takes for a ticket to be Solved or Closed, regardless of who solved the ticket.
Average Solved Handle Time is very similar to Average Handle Time with one key difference: It measures only tickets which have been Solved or Closed.
Formula: (Total Time on Solved Tickets) /
(# of Tickets Touched which have been Solved at some point in their life)
= Average Solved Handle Time
Example: If John Doe & Jane Doe both spend time on a ticket, but Jane ultimately Solves the ticket, John's Average Solved Handle Time will also be impacted despite not being the one to solve the ticket.
Note: If a ticket that was Solved is later reopened it will still be included in Average Solved Handle Time.
Common uses of Average Solved Handle Time
Average Solved Handle Time has one, very specific use case: To minimize AHT changing when running near-real-time reporting.
To illustrate this, let's use an example: If you run a report using the standard Average Handle Time metric for today you may see tickets in that report with time on them that are not yet solved. Thus, if you run the report at a later time, you may observe the average handle time metric has changed due to additional time being added to these tickets since you last ran it. Average Solved Handle Time is designed as a workaround for this issue by showing only tickets which have previously been Solved.
Important: remember that Average Solved Handle Time filters out tickets which are not yet solved. Thus, the final data in reporting will be different if you run it at a later time in a day, since the newly solved tickets will be included.