Response Time

Term: Response Time
Meaning

The response time is the average amount of time it took for replies to be sent to your inbound messages.

Location

Productivity Tab & SLA report

Calculation Calculated by taking the sum of all the individual response times and dividing by the number of replies sent.
Example
FAQ
  • Follows business hours and shifts
  • Reaction time vs. Response time
  • The analytics track each teammate who replies in a conversation, regardless of the official assignee of the conversation. If a conversation is assigned to Mary, but Sophia responds because she is unavailable, Sophia will get a reaction and a response time.
  • 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.
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