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.
Location

Default report - Productivity tab

Inbox report

Calculation

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).

Example

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:

FAQ

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

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  • To confirm - this is the first response in a CONVERSATION, not the first response to a SEGMENT. Correct?

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