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 teammate will be the sum of Response time divided by the distinct count of Message API ID