Average response time (in Team tab)

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

Team tab

• 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.