Average response time (Default report, Team performance report , Inbox report)

The average response time is how long it takes a specific teammate to reply to inbound messages, on average.

Default report - Team tab

Team performance report

Inbox report

• Follows business hours and any Shifts that teammate is on
• 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.

How to reconstruct this metric with a Full event export

For a given teammate, filter rows to keep all line with 

Attributed to = teammate name

AND Response time is not empty

Then deduplicate lines so that you keep one single line per Message API ID. This is necessary to avoid double-counting response time for certain messages.

The Average Response time for that teammate will be the sum of Response time divided by the distinct count of Message API ID.

For a given inbox, filter rows to keep all lines with 

Inbox at event time = inbox name AND

AND Response time is not empty

Then deduplicate lines so that you keep one single line per Message API ID. This is necessary to avoid double-counting response time for certain messages.

The Average Response time for that teammate will be the sum of Response time divided by the distinct count of Message API ID.