Average response time (Default report, Team performance report , Inbox report)
Term: | Average response time |
Meaning | The average response time is how long it takes a specific teammate to reply to inbound messages, on average. |
Location | Default report - Team tab Team performance report Inbox report |
Calculation | Calculated by taking the sum of all the individual response times and dividing by the total number of replies sent. |
Example | ![]() |
FAQ |
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. |