Reaction Time versus Response Time

Term: Reaction Time versus Response Time
Meaning Reaction time is an internal metric and consists of assigning/reassigning and sending/archiving; whereas response time is an external metric measuring only the response to the customer.
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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.

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