# Average resolution time: Formula and dbt YAML | Silicon

URL: https://meetsilicon.com/metrics/average-resolution-time/

> Average resolution time is the mean time it takes to fully resolve a support ticket after it is opened.

## Formula
Average resolution time = total resolution hours / resolved tickets
## Why it matters
Resolution time is closely tied to customer satisfaction and shows where support processes slow down.
## Common pitfalls
- Medians are often more useful than averages because a few long tickets skew the mean.
## Define it in dbt for Silicon
Add this to your model's YAML. Aggregate metrics sit under a column's meta.metrics; ratios are type: number metrics that reference other metrics. Rename models and columns to match your project.
schema.yml Copy
models:
- name: fct_tickets
columns:
- name: resolution_hours
meta:
metrics:
avg_resolution_hours:
type: average
filters:
- is_resolved: true
description: Mean hours to resolve a ticket
Once it's defined, anyone can ask about average resolution time in plain English and get an answer built on this definition. See the metrics reference for every option.
## Related
- On-time delivery rate ->
- Ticket volume ->
- Semantic layer ->
## Tell us where your data lives today.
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