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
  • 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.

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  • How does this interact with Business Hours in the Teams tab? Let's say my business hours are 8AM to 5PM. I get an email at 3AM but don't respond until 9AM. Is my response time 1 hour or 6 hours?

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  • Matthew DeRoche It's 1 hour.

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