IT Ticket Resolution Time Estimator
ANA›Life Services Authority›National Calculator Authority›IT Ticket Resolution Time Estimator
.calc-container { max-width: 640px; margin: 2rem 0; padding: 1.5rem; background: #fff; border: 1px solid #ddd; border-radius: 8px; box-shadow: 0 1px 3px rgba(0,0,0,0.06); font-family: system-ui, -apple-system, sans-serif; } .calc-container h3 { font-family: Georgia, serif; font-size: 1.15rem; color: #1a1a1a; margin-bottom: 1rem; padding-bottom: 0.5rem; border-bottom: 2px solid var(--ac, #3d5a80); } .calc-row { display: flex; align-items: center; gap: 0.75rem; margin-bottom: 0.75rem; flex-wrap: wrap; } .calc-row label { min-width: 160px; font-size: 0.9rem; color: #333; font-weight: 500; } .calc-row input[type="number"], .calc-row select { flex: 1; min-width: 120px; max-width: 200px; padding: 0.5rem 0.6rem; border: 1px solid #ccc; border-radius: 4px; font-size: 0.9rem; font-family: system-ui, sans-serif; color: #1a1a1a; background: #fafaf8; } .calc-row input:focus, .calc-row select:focus { outline: none; border-color: var(--ac, #3d5a80); box-shadow: 0 0 0 2px rgba(26,74,138,0.12); } .calc-row .unit { font-size: 0.82rem; color: #888; min-width: 30px; } .calc-btn { display: inline-block; margin-top: 0.5rem; padding: 0.55rem 1.5rem; background: var(--ac, #3d5a80); color: #fff; border: none; border-radius: 4px; font-size: 0.9rem; font-weight: 600; cursor: pointer; font-family: system-ui, sans-serif; } .calc-btn:hover { opacity: 0.9; } .calc-result { margin-top: 1.25rem; padding: 1rem 1.25rem; background: #f0f6fc; border-left: 3px solid var(--ac, #3d5a80); border-radius: 0 6px 6px 0; display: none; } .calc-result.visible { display: block; } .calc-result-label { font-size: 0.78rem; text-transform: uppercase; letter-spacing: 0.06em; color: #666; margin-bottom: 0.25rem; } .calc-result-value { font-size: 1.6rem; font-weight: 700; color: var(--ac, #3d5a80); } .calc-result-detail { font-size: 0.85rem; color: #555; margin-top: 0.5rem; line-height: 1.5; } .calc-note { margin-top: 1rem; font-size: 0.8rem; color: #888; font-style: italic; } .calc-grid { display: grid; grid-template-columns: 1fr 1fr; gap: 0.75rem; margin-top: 0.75rem; } .calc-grid-item { padding: 0.6rem 0.8rem; background: #f8f9fa; border-radius: 4px; border: 1px solid #eee; } .calc-grid-item .label { font-size: 0.75rem; color: #888; text-transform: uppercase; letter-spacing: 0.04em; } .calc-grid-item .value { font-size: 1.1rem; font-weight: 600; color: #1a1a1a; } @media (max-width: 720px) { .calc-row { flex-direction: column; align-items: flex-start; gap: 0.3rem; } .calc-row label { min-width: auto; } .calc-row input[type="number"], .calc-row select { max-width: 100%; width: 100%; } .calc-grid { grid-template-columns: 1fr; } } .calc-chart { margin: 1rem 0; text-align: center; } .calc-chart svg { max-width: 100%; height: auto; } .calc-chart-legend { display: flex; flex-wrap: wrap; justify-content: center; gap: 0.6rem 1.2rem; margin-top: 0.6rem; font-size: 0.8rem; color: #555; } .calc-chart-legend span { display: inline-flex; align-items: center; gap: 0.3rem; } .calc-chart-legend i { display: inline-block; width: 10px; height: 10px; border-radius: 2px; font-style: normal; } .calc-related { max-width: 640px; margin: 2rem 0 1rem; padding: 1.25rem 1.5rem; background: #f8f9fa; border: 1px solid #e8e8e8; border-radius: 8px; } .calc-related h3 { font-family: Georgia, serif; font-size: 1rem; color: #1a1a1a; margin: 0 0 0.75rem; padding-bottom: 0.4rem; border-bottom: 2px solid var(--ac, #3d5a80); } .calc-related-list { list-style: none; padding: 0; margin: 0 0 0.75rem; display: grid; grid-template-columns: 1fr 1fr; gap: 0.4rem 1.5rem; } .calc-related-list li a { font-size: 0.88rem; color: var(--ac, #3d5a80); text-decoration: none; } .calc-related-list li a:hover { text-decoration: underline; } .calc-browse-all { margin: 0.5rem 0 0; font-size: 0.9rem; font-weight: 600; } .calc-browse-all a { color: var(--ac, #3d5a80); text-decoration: none; } .calc-browse-all a:hover { text-decoration: underline; } @media (max-width: 720px) { .calc-related-list { grid-template-columns: 1fr; } }
IT Ticket Resolution Time Estimator
Estimates the expected resolution time for an IT support ticket based on priority level, issue complexity, current team workload, and available support staff.
Ticket Priority
P1 – Critical (System Down) P2 – High (Major Feature Broken) P3 – Medium (Partial Degradation) P4 – Low (Minor Issue / Cosmetic)
Issue Complexity
Simple (Password reset, access request) Moderate (Software install, config change) Complex (Network issue, multi-system bug) Very Complex (Infrastructure failure, security incident)
Available Support Agents
Current Open Tickets in Queue
Average Handle Time per Ticket (hours)
Support Hours per Day (shift length)
Estimate Resolution Time
function itCalc() { // --- Read inputs --- const priority = parseInt(document.getElementById('it-priority').value); const complexity = parseInt(document.getElementById('it-complexity').value); const agents = parseFloat(document.getElementById('it-agents').value); const queue = parseFloat(document.getElementById('it-queue').value); const avgHandle = parseFloat(document.getElementById('it-avg-handle').value); const shift = parseFloat(document.getElementById('it-shift').value);
const resultDiv = document.getElementById('it-result');
// --- Validation --- if (isNaN(agents) || agents ⚠ Available agents must be at least 1.'; return; } if (isNaN(queue) || queue ⚠ Queue size cannot be negative.'; return; } if (isNaN(avgHandle) || avgHandle ⚠ Average handle time must be greater than 0.'; return; } if (isNaN(shift) || shift 24) { resultDiv.style.display = 'block'; resultDiv.innerHTML = '⚠ Shift hours must be between 1 and 24.'; return; }
// --- Priority multiplier (SLA-based scaling) --- // P1=0.25x, P2=0.5x, P3=1.0x, P4=2.0x of base time const priorityMultiplier = {1: 0.25, 2: 0.5, 3: 1.0, 4: 2.0}; const pMult = priorityMultiplier[priority];
// --- Complexity multiplier --- // Simple=0.5x, Moderate=1.0x, Complex=2.0x, Very Complex=3.5x const complexityMultiplier = {1: 0.5, 2: 1.0, 3: 2.0, 4: 3.5}; const cMult = complexityMultiplier[complexity];
// --- Base resolution time (hours) --- // Base = avgHandle * complexityMultiplier * priorityMultiplier const baseResolutionHours = avgHandle * cMult * pMult;
// --- Queue wait time (hours) --- // Team throughput = agents * (shift / avgHandle) tickets per day // Wait time = (queue / throughput) * shift [hours] const throughputPerDay = agents * (shift / avgHandle); // tickets/day const queueWaitHours = (queue / throughputPerDay) * shift;
// --- Total estimated resolution time --- // Total = baseResolutionHours + queueWaitHours const totalHours = baseResolutionHours + queueWaitHours; const totalDays = totalHours / shift; // business days
// --- SLA breach risk --- // Typical SLA targets (business hours): P1=4h, P2=8h, P3=24h, P4=72h const slaBenchmark = {1: 4, 2: 8, 3: 24, 4: 72}; const sla = slaBenchmark[priority]; const slaRatio = totalHours / sla; let slaStatus, slaColor; if (slaRatio ' + 'Priority' + priorityLabel + '' + 'Complexity' + complexityLabel + '' + 'Base Resolution Time' + fmt(baseResolutionHours) + '' + 'Queue Wait Time' + fmt(queueWaitHours) + '' + 'Total Estimated Time' + fmt(totalHours) + ' (' + totalDays.toFixed(1) + ' business day' + (totalDays.toFixed(1) === '1.0' ? '' : 's') + ')' + 'SLA Target' + sla + ' hrs' + 'SLA Status' + slaStatus + '' + 'Team Throughput' + throughputPerDay.toFixed(1) + ' tickets/day' + ''; }
#### Formulas Used
Base Resolution Time (hrs) = Average Handle Time × Complexity Multiplier × Priority Multiplier
Team Throughput (tickets/day) = Agents × (Shift Hours ÷ Average Handle Time)
Queue Wait Time (hrs) = (Open Tickets ÷ Throughput per Day) × Shift Hours
Total Estimated Resolution Time (hrs) = Base Resolution Time + Queue Wait Time
Multiplier Tables:
SLA Benchmarks (business hours): P1 = 4 hrs, P2 = 8 hrs, P3 = 24 hrs, P4 = 72 hrs
#### Assumptions & References
- Resolution time is estimated in business hours based on the configured shift length.
- Queue wait time assumes a First-In-First-Out (FIFO) queue with uniform agent capacity.
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