1st Response Time (Default report, Inbox report)
|Term:||1st Response Time|
|Meaning||1st response time is how long it takes to reply to the first inbound message of a conversation, on average.|
Default report - Productivity tab
Calculated by taking the sum of all the individual response times where First reply = 1 and dividing by the number of first replies sent (also using First reply = 1).
A client sends an inbound email to the support team at 8:00 AM. The support team replies at 8:02 AM. The first response time is 2 minutes. The metric averages all first response times.
Another visual example:
How to reconstruct this metric with a Full event export
For a given inbox, filter rows to keep all lines with
Inbox at event time = inbox name AND
AND Response time is not empty
AND First response = 1
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 inbox will be the sum of Response time divided by the distinct count of Message API ID
Hi there, if a conversation is archived does it count as closed / inactive?
For example, what if the inactivity period is set for 5 days, but scenario is as follows:
Day 1 : Message received
Day 2: Message responded to and archived
Day 3: No activity
Day 4: Client replies
Does the first reply to Day 4 count in the 1st response metric?