How to Calculate Average Response Time in Excel

Sometimes we need to calculate the average response time in Excel. To calculate the average time response, we need to know the total time. After that, we have to apply the formulas to compute the average time to respond. If your operations are connected to particular goods or campaigns, you can assign a specified average response time for each. You can analyze the average response time for several time periods (like day, week, month, and year) in Excel.

Suppose, Jonad is an Agent of ExcelDen Service Center. He has to receive and reply to calls from customers. There is no fixed schedule for him to do this. The company maintains an Excel sheet to record his work time. We have collected the sheet for some days of the month of January. From his Received Time, Reply Time, and Response Time of the calls, we will calculate his average response time in Excel. To perform the operation, we will apply the AVERAGE function, EOMONTH function, AVERAGEIFS function, EDATE function, SUM function, and COUNT function. So, let’s get started.

Overview image to calculate the average response time in Excel


What is Average Response Time?

The average duration of time that passes between a consumer contacting your firm and receiving a response from an operator is known as the average response time. The time required to react in total throughout the course of a given timeframe can be estimated by dividing it by the number of responses sent within that span of time.

What you’ll want to know if you’re attempting to understand just what the average response time indicator means is that it measures the average time it takes your helpdesk to reply to helpdesk inquiries. Depending on your business and the communication channel you used to submit the request form, response times may vary. For instance, you might take longer to react to inquiries that come in via email than inquiries that come in via social media. You might also have a varied average response time for the company website when compared to these other channels.


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Learn to Calculate Average Response Time in Excel with These Approaches

While writing this article, we’ve considered a dataset that contains approximately 5 columns and 10 rows. In this dataset, we added Agent, Received Time, Reply Time, and Response Time to make you better understand. With the help of these data, we will perform our required operation. But if you want, you can change the entities and put your own values.

Sample dataset containing the data from ExcelDen service center

APPROACH

1. Applying AVERAGE Function to Calculate Average Response Time in Excel

When it comes to calculating average response time in Excel, we can directly use the AVERAGE function. The mean of the numbers given as parameters is determined by the AVERAGE function. Excel adds up all integer data and divides it by the number of numerical values to determine the average.

Overview of AVERAGE Function

The average of the figures reported as parameters is determined by the AVERAGE function. Excel adds up all numerical values and divides them by the number of numerical values to determine the average. The AVERAGE function accepts up to 255 inputs in the form of number1, number2, number3, etc. Numbers, cell references, ranges, arrays, and constants are all acceptable types of arguments. Empty cells as well as cells with text or quantities are not taken into account. Zero (0) values are nevertheless present. Logical variables and integers entered as words will not be taken into account by the AVERAGE function. The AVERAGE function gives an error if the data it is given include errors.

=AVERAGE(number1, [number2], …)

Here the function will perform the same operation with the help of the given data. You can do it easily if you follow the given steps.

⬇️⬇️ STEPS ⬇️⬇️

  • Initially, select cell E11.
  • Secondly, put the following formula on that cell.

=AVERAGE(E6:E10)

  • Afterward, press the Enter key.
  • Finally, you see the Average Response Time on that cell.

Using the AVERAGE function to calculate average response time in Excel

Undoubtedly, if you want to compute the average response time in Excel, you can follow the given instructions easily.

📕 Read More: Calculate Hours Between Two Dates and Times in Excel Excluding Weekends

APPROACH

2. Using EOMONTH and AVERAGEIFS Functions Combined

In the previous section, we calculated the average response time in Excel using the AVERAGE function. It is the elementary formula to compute any average in Excel. Now, we are going to use the AVERAGEIFS and EOMONTH functions to compute the average response time in Excel. An Excel built-in function called AVERAGEIFS determines the average of a target based on one or maybe more true or false conditions. The EOMONTH function takes the month’s final day’s reference number, which is the specified quantity of months before or after the start date.

Overview of AVERAGEIFS Function

The AVERAGEIFS function determines the median of cells within a range that satisfy one or more requirements. The AVERAGEIFS systems work with logical operators (>,,>,=) and qualifiers (*,?) for close matches when applying the criteria. To average cells with dates, text elements, and values as inputs, use the AVERAGEIFS function. The AVERAGEIFS function’s language is determined by the conditions being considered. A range and a set of criteria are needed for each individual condition. The following is the general formula for AVERAGEIFS:

=AVERAGEIFS(avg_rng, range1, criteria1, [range2], [criteria2], …)

Overview of EOMONTH Function

The EOMONTH algorithm accepts the month’s final day in the previous or coming, depending on how many months have passed or will pass. To determine dates that must fall at the end of a month, such as expiry dates, delivery dates, and other dates, use the EOMONTH function. Start date and month are the two inputs that the EOMONTH function accepts. A genuine Excel date must be used for starting date. A high number indicates moving forward time, and a negative coefficient indicates moving back in time. The month’s argument defines how several months are in the coming or past to go.

=EOMONTH(start_date, months)

Follow the given steps.

⬇️⬇️ STEPS ⬇️⬇️

  • We have created another two cells name Date and Average Response Time.
  • Primarily, write a date on cell D13.
  • Then select cell E13.
  • Secondly, put the given formula on that cell.

=AVERAGEIFS(E6:E10,C6:C10,">=" & D13,C6:C10,"<=" & EOMONTH(D13,0))

🔨 Formula Breakdown

Here:

👉  EOMONTH(D13,0) refers to that as we have entered 0 in the second parameter of this formula, it now searches for the last day of the same month as indicated in column D13.

👉  AVERAGEIFS(E6:E10,C6:C10,”>=” & D13,C6:C10,”<=” & EOMONTH(D13,0)) refers that this full formula evaluates the average. The range used to determine the average in this instance is “E6:E10“. The range of criteria is “C6:C10“. Matching dates that are larger than or equal to the starting day is our initial criterion. The times that are fewer or equal to the final day must match according to our second condition.

  • Thirdly, tap the Enter key.
  • Now you see the result as well.

Using the AVERAGEIFS and EOMONTH functions to calculate average response time in Excel

If you want to see another average response time of another day, you can do it without facing any problems.

  • Select cell D13.
  • Afterward, change the date and then press the Enter key.

Changing the date to calculate the average response time in Excel

  • Consequently, you will find out the Average Response Time of another date.

The result of using the AVERAGEIFS and EOMONTH functions to calculate the average response time in Excel

Lastly, you must agree that using this function is easier to calculate the average response time in Excel.

📕 Read More: 9 Tricks to Calculate Time Difference Between AM and PM in Excel

APPROACH

3. Adopting AVERAGEIFS and EDATE Functions

In this part, we will utilize the AVERAGEIFS and EDATE functions to compute the average response time in Excel. A serial number matching a date will be returned by the EDATE function. You can use a numerical type of your preference to display the outcome as a date.

Overview of EDATE Function

The Excel period and time function EDATE allows you to add a specified variety of months to a timestamp. It gives us a time in a date’s statistical form. Date and values are accepted as the function’s inputs; the date is used as the starting date. The integer to be added to the specified start date is the time duration. The exact same day of the calendar, n months ago or in later, is what the EDATE function takes. This function also returns a date string as its output. This procedure can thus be used as

=EDATE(start date, months)

You can simply achieve this function. You just need to maintain the following instructions accordingly.

⬇️⬇️ STEPS ⬇️⬇️

  • First, you need to write a date on cell D13.
  • Then select cell E13.
  • Secondly, write down the given formula on that cell.

=AVERAGEIFS(E6:E10,C6:C10,">="&D13,C6:C10,"<"&EDATE(D13,1))

🔨 Formula Breakdown

Here:

👉  EDATE(D13,1) refers that we have entered the value 1 which indicates the date is one day after the above date of cell D13.

👉  =AVERAGEIFS(E6:E10,C6:C10,”>=”&D13,C6:C10,”<“&EDATE(D13,1)) returns the average value of the formula. Here, we want to determine the average from the range of E6:E10. The evaluation will take place following the criteria of C6:C10. Our initial criterion is matching dates larger than or equal to the starting day. According to our second requirement, the times that are less than or equal to the last day must coincide.

  • Thirdly, press the Enter key.
  • Now you find the result as well.

Using the AVERAGEIFS and EDATE functions to calculate the average response time in Excel

Now if you want to see another average response time of another day, you can do it without facing any trouble.

  • To do this, you need to select cell D13.
  • Afterward, change the date and then press the Enter key.
  • Eventually, your desired result will appear to you.

Using the AVERAGEIFS and EDATE functions

Indeed, this method is very handy and easy to work on.

APPROACH

4. Using FILTER, TEXT and AVERAGE Functions Combined

In this part, we are going to use the FILTER, TEXT, and AVERAGE functions combined to calculate the average response time in Excel. The FILTER function will filter the data and by using format codes to apply structuring to a number, you can alter how it appears when using the TEXT function.

Overview of FILTER Function

A variety of data can be “filtered” using the FILTER function in Excel using criteria.  In plain English, the FILTER function will execute one or so more logical checks to a set of data in order to extract matched records. Three situations, array, include, and if empty, are required for the FILTER function. The range or array to filter is an object. One or more reasonable tests should be included in the include statement. A variety of formula conditions can be included in the logical checks that are offered as they contain arguments. FILTER can, for instance, find data that falls within a given time, has a particular word, or has values higher than a predetermined limit. The FILTER output is dynamic. The output of the FILTER function will automatically adjust when the original data’s changes happen or the original data array is extended.

=FILTER(array, include, [if_empty])

You can follow the below steps to obtain this.

⬇️⬇️ STEPS ⬇️⬇️

  • primarily, you have to write a date on cell D13.
  • Then you need to select cell E13.
  • Secondly, write down the given formula on that cell.

=AVERAGE(FILTER(E6:E10,C6:C10,TEXT(C6:C10,"h:mm")=TEXT(D13,"h:mm")))

🔨 Formula Breakdown

Here:

👉  TEXT(D13,”h:mm”) means that the TEXT function will provide the output in h:mm form based on the value inserted in D13.

👉  TEXT(C6:C10,”h:mm”) refers that the output follows the criteria of C6:C10.

👉  FILTER(E6:E10,C6:C10,TEXT(C6:C10,”h:mm”)=TEXT(D13,”h:mm”)) will filter the data from the range of E6:E10 whose criteria is C6:C10. Then the TEXT function will evaluate the data and provide the required format.

👉  AVERAGE(FILTER(E6:E10,C6:C10,TEXT(C6:C10,”h:mm”)=TEXT(D13,”h:mm”))) will finally calculate the average value that gives the result based on the value inserted in D13.

  • Now tap on the Enter key.
  • Finally, your required result will be in front of you.

Using the AVERAGE, FILTER, and TEXT functions to calculate the average response time in Excel

Undoubtedly, if you want to compute the average response time in Excel, you can follow the given instructions easily.

APPROACH

5. Using SUM Function to Calculate Average Response Time in Excel

If you want to calculate the average response time in Excel with one function except using the AVERAGE function, you can do it. For this, you need to apply the SUM function of Excel. The SUM function will sum up all the values and then you need to divide that total value by the number of values to get the average number. This process is the easiest process to compute the average response time in Excel. Follow the below steps.

⬇️⬇️ STEPS ⬇️⬇️

  • Initially, select cell E11.
  • Secondly, put the following formula on that cell.

=SUM(E6:E10)/5

🔨 Formula Breakdown

Here:

👉  SUM(E6:E10)/5 means the SUM function will sum up the range E6:E10 and then the total value is divided by 5 which is the number of the values of the range.

  • Afterward, press the Enter key.
  • Finally, you see the Average Response Time on that cell.

Using the SUM function

Truly, using this function is an effortless technique to work on.

📕 Read More: 5 Easy Ways to Fix When SUM Time Is Not Working in Excel

APPROACH

6. Calculating Average Response Time with Filter Option in Excel

We will show you one last method to calculate the average response time in Excel which is using the Filter feature manually. By using the Filter option, you can easily filter the data you want to have. After that, we will adopt the COUNT function to determine how many cells were present during that particular date. This procedure is not very difficult to achieve. You just need to stick to the following instructions to obtain the method as well.

⬇️⬇️ STEPS ⬇️⬇️

  • Initially, you need to select any cell of your worksheet.
  • Secondly, go to the Home tab.
  • Thirdly, choose the Editing option.
  • Fourthly, you need to select the Sort & Filter and then the Filter option.

Selecting the Filter option from the Home tab

  • Afterward, click on the drop-down icon of cell B5.
  • Then check your desired fields.
  • After that, click on the OK button.

Choosing the fields from the drop-down icon

  • Fifthly, select cell E11.
  • Sixthly, you need to go to the Home tab.
  • Then choose the Editing option and click on the AutoSum option.

Selecting the Autosum option from the Home tab to calculate average response time in Excel

  • Now you will see the Total Response Time.

Using the SUM function

  • Belatedly, choose cell E12 and write the following formula there.

=E11/COUNT(C6:C10)

🔨 Formula Breakdown

Here:

👉  The COUNT function, in this case, counts all of the parameters from C6 through C10.

  • Press the Enter key.
  • Consequently, you will find the Average Response Time as well.

Using the COUNT function to calculate the average response time in Excel

Indeed, this method is very simple method to obtain.


How to Calculate Turnaround Time (TAT) in Excel

You will need to carry out a number of tasks based on this while dealing with an Excel schedule. Turnaround time is among them. People utilize the turnaround time frequently in the Excel leaderboard. You could claim that this is a real effect of Excel‘s date and time function. Now that job completion is a common occurrence in daily routines, every organization employs the turnaround time in a variety of situations. The majority of firms desire to understand how long it takes for various actions and syndicates. The turnaround time is reduced as much as possible. Because one of the common administrative goals is to speed up turnaround times for crucial activities. It boosts productivity and customer satisfaction. Here, we will use the TEXT function to calculate turnaround time in Excel. Follow the given instructions as well.

⬇️⬇️ STEPS ⬇️⬇️

  • Primarily, you need to select cell E6.
  • Afterward, you have to put the following formula there.

=TEXT(D6-C6,"hh:mm:ss")

  • Belatedly, press the Enter key as well.

Using the TEXT function to calculate the turnaround time in Excel

  • After that, use the fill handle and drag the formula to the whole column.
  • Eventually, you will see your result.

the result of using the TEXT function to calculate the turnaround time in Excel

Truly, you can achieve this approach without facing any problems to calculate turnaround time in Excel.

📕 Read More: How to Calculate Turnaround Time in Excel Excluding Weekends


📄 Important Notes

You should be aware of the following things while performing the processes mentioned above:

🖊️  You need to be careful while using the Excel functions because if you do not give the proper condition then you will get no output.

🖊️  You should practice the following functions before applying them as well.


📝 Takeaways from This Article

If we summarize the whole article, we have got some points.

📌  Initially, we applied the AVERAGE function to calculate the average response time in Excel.

📌  Secondly, we used the EOMONTH and AVERAGEIFS functions together.

📌  Thirdly, we adopted the AVERAGEIFS and EDATE functions combined.

📌  Afterward, we used the FILTER, TEXT, and AVERAGE functions to compute the average time to respond in Excel.

📌  Belatedly, we applied the SUM function.

📌  Consecutively, we used the Filter option in Excel.

📌  Finally, we tried to show you how to calculate the turnaround time in Excel.


Conclusion

We wish that you would be able to calculate the average response time in Excel using this article. As several methods have been shown here, you can easily follow which one is best suited for you. If you have any skepticism, feel free to ask me in the comment. In the end, to learn more about Excel tactics, we recommend you to visit our website www.ExcelDen.com.


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Jonayed

Jonayed

Hello! My name is Jonayed. I've completed my graduation from BUET in Naval Architecture & Marine Engineering. As Excel is very interesting to me, I like to do various types of research regarding Excel. My inquisitive nature drives me to find solutions to different types of problems with Excel.

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