Reaction Time versus Response Time

Customer A sends a message to your team@ inbox. After 1 hour, Manager A manually assigns the conversation to Teammate A to reply. Teammate A replies immediately and responds in 1 minute. Manager A’s reaction time is 1 hour, teammate A’s reaction time is 1 minute. The response time is 1 hour and 1 minute

Another visual example:

• Both metrics follow business hours and shifts.

• Snoozing does not impact reaction or response times. The reaction and response timers continue as normal regardless of whether you snooze the message or not.

• Conversation reassignment counts as a reaction.