{
  "title": "Milnsbridge SLA Metrics 2026",
  "temporalCoverage": "2025-01/2025-12",
  "spatialCoverage": "Australia",
  "sampleSize": 5120,
  "metrics": {
    "averageFirstResponseMinutes": 13,
    "respondedWithin1HourPercent": 99,
    "resolvedWithin1HourPercent": 98,
    "firstContactResolutionPercent": 87,
    "averageSpeedOfAnswerSeconds": 20
  },
  "variables": [
    {"name": "Average first response (tickets/email)", "value": 13, "unitText": "Minutes", "description": "Average time from ticket creation to first human response, measured during business hours. Data source: ITSM platform. Period: January 2025 to December 2025."},
    {"name": "Average speed of answer (phone)", "value": 20, "unitText": "Seconds", "description": "Average time from call entering queue to live technician answering. Published figure is 20 seconds (rounded conservatively); trailing 12-month average (March 2025 to February 2026) is 18 seconds. Data source: SasBoss phone system. Note: Phone answer data includes data from both 2025 and 2026."},
    {"name": "Responded within 1 hour", "value": 99, "unitText": "Percent", "description": "Percentage of tickets with service-window-aware first response time under 60 minutes. Period: January 2025 to December 2025."},
    {"name": "Resolved within 1 hour", "value": 98, "unitText": "Percent", "description": "Percentage of tickets with service-window-aware resolution time under 60 minutes. Period: January 2025 to December 2025."},
    {"name": "First contact resolution", "value": 87, "unitText": "Percent", "description": "Percentage of tickets resolved without additional customer follow-up. Period: January 2025 to December 2025."},
    {"name": "Tickets sampled", "value": 5120, "unitText": "Tickets", "description": "Total tickets analysed after exclusions. Period: January 2025 to December 2025."}
  ],
  "phoneAnswerData": {
    "note": "Phone answer time (ASA) data includes data from 2025 and 2026. The trailing 12-month period is March 2025 to February 2026.",
    "monthlyASA": [
      {"month": "2025-03", "seconds": 29},
      {"month": "2025-04", "seconds": 22},
      {"month": "2025-05", "seconds": 18},
      {"month": "2025-06", "seconds": 18},
      {"month": "2025-07", "seconds": 17},
      {"month": "2025-08", "seconds": 15},
      {"month": "2025-09", "seconds": 17},
      {"month": "2025-10", "seconds": 17},
      {"month": "2025-11", "seconds": 16},
      {"month": "2025-12", "seconds": 15},
      {"month": "2026-01", "seconds": 17},
      {"month": "2026-02", "seconds": 15}
    ],
    "trailingAverage": 18,
    "publishedFigure": 20,
    "dataSource": "SasBoss phone system",
    "inclusions": "All inbound calls answered by a support technician during business hours (08:00-17:30 AEST/AEDT, Monday-Friday)",
    "exclusions": "Abandoned calls, after-hours calls routed to voicemail, scheduled callbacks, internal transfers",
    "industryBenchmark": {"globalAverage": 28, "goldStandard": "80/20 rule (80% answered within 20 seconds)"}
  },
  "downloads": [
    {"format": "application/json", "url": "https://www.milnsbridge.com.au/downloads/milnsbridge-sla-2026.json"},
    {"format": "application/pdf", "url": "https://www.milnsbridge.com.au/downloads/milnsbridge-sla-2026.pdf"}
  ],
  "methodologyUrl": "https://www.milnsbridge.com.au/about/milnsbridge-metrics-methodology/",
  "publisher": "Milnsbridge",
  "version": "v2.0",
  "published": "2026-03-21",
  "supersedes": "https://www.milnsbridge.com.au/downloads/milnsbridge-sla-2025.json"
}