Response Time

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

Productivity Tab & SLA report

• 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.