Median Time to Resolution Calculator
Calculate the median and 90th-percentile resolution time from a list of completed ticket durations.
How to use this calculator
- Enter at least two completed resolution durations using one consistent time unit.
- Check that all inputs use the same units, time period and population scope.
- Change one assumption at a time when comparing scenarios.
Formula used by median time to resolution calculator calculator
Median is the middle sorted value; P90 uses the nearest-rank definition ceil(0.90 × n).
- Median is the middle sorted value; P90 uses the nearest-rank definition ceil(0.90 × n).
- Specify whether durations are calendar or business hours and whether reopened tickets are counted. Percentile conventions differ across tools, so this uses nearest rank for P90.
- The tool validates entered values and formats results for readability; it does not verify assumptions against external records.
Worked examples
Worked example
Resolution times of 1, 2, 2.5, 3, 4, 6, 8, 12, 18 and 24 hours.
Median = (4 + 6) ÷ 2 = 5 hours; nearest-rank P90 = 18 hours.
The sample median is 5 hours and its nearest-rank 90th percentile is 18 hours.
Understanding the result
Calculate the median and 90th-percentile resolution time from a list of completed ticket durations.
Specify whether durations are calendar or business hours and whether reopened tickets are counted. Percentile conventions differ across tools, so this uses nearest rank for P90.
Important notes
Specify whether durations are calendar or business hours and whether reopened tickets are counted. Percentile conventions differ across tools, so this uses nearest rank for P90.
Treat the result as an estimate based on the entered inputs. For regulated, engineering, employment, tax or business decisions, check applicable official rules, specifications and professional guidance.
Frequently asked questions
Why report the median?
It is less sensitive to a small number of very long cases than the mean.
Is this service-level compliance?
Not by itself. Compare durations with the applicable service-level target and reporting rules.
How should I use the result?
Specify whether durations are calendar or business hours and whether reopened tickets are counted. Percentile conventions differ across tools, so this uses nearest rank for P90.
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Related explanations
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This page provides a calculation tool plus explanatory information so you can understand what the result means and when the underlying method may not fit your situation.