Response Time Report
Overview
The Response Time report measures how quickly your team responds to customer messages. It shows average and median response times, the number of unanswered conversations, and a time-series chart so you can track performance trends. Use this report to ensure your team meets response time goals and to identify periods of slow response.
How to Access
- Navigate to Reports in the sidebar menu.
- Select the Response Time tab.
- Available to all roles.
Interface Overview
The page is divided into three sections:
- Response Time Chart (top-left): A line chart showing response time trends over the selected period.
- Summary Statistics (top-right): Date range picker, a help button, and three key metrics:
- Average response time
- Median response time
- Number of unanswered conversations
- Detail Table (bottom): A drill-down table showing individual conversations with their specific response times.
Features & Actions
Change Date Range
What it does: Adjusts the reporting period for the chart and all metrics.
Steps:
- Click the date range picker in the right panel.
- Select the desired start and end dates.
- The chart and metrics refresh automatically.
Important notes:
- Defaults to the last 30 days.
View the Response Time Chart
What it does: Displays a line chart showing response time over time.
Details:
- The Y-axis shows time in HH:MM:SS format.
- Data is grouped by day, week, month, quarter, or year based on the date range.
- Click on a data point to drill down to the specific conversations for that period.
Review Summary Statistics
What it does: The right sidebar shows three key metrics:
| Metric | Format | Description |
|---|---|---|
| Average | HH:MM:SS | The mean response time across all conversations in the period |
| Median | HH:MM:SS | The middle value of all response times (less affected by outliers) |
| Unanswered | Number | Count of conversations still awaiting a reply |
Drill Down into Conversations
What it does: Click a data point on the chart to see individual conversations from that time period.
Details:
- The detail table shows: contact avatar, contact name, message date/time, message text, and response time for each conversation.
- The header shows the selected date range and the average response time for that specific period.
- Scroll down to load more results (infinite scroll).
- Click the conversation viewer to open a quick view of the full conversation.
Important notes:
- Drill-down data requires the Enterprise tier. Users on lower plans see an upgrade message.
Access Help
What it does: Click the help icon next to the date range picker to view a tutorial video explaining how to interpret the response time data.
Fields Reference
| Field | Description |
|---|---|
| Contact | Customer name and avatar |
| Message | Preview of the customer's message |
| Response Time | How long it took to respond to that specific message (formatted as duration) |
| Date | When the message was received |
Important Notes
- Response time is calculated as the elapsed time between an incoming customer message and the first outbound reply from any team member.
- Response times are displayed in HH:MM:SS format. For example, "01:23:45" means 1 hour, 23 minutes, and 45 seconds.
- The grouping (day/week/month/quarter/year) is determined automatically based on the date range span.
FAQ
Q: What counts as a "response"? A: Any outbound message sent by a human team member in reply to an incoming customer message. AI auto-responses may or may not be counted depending on your configuration.
Q: Why is the median different from the average? A: The median is the midpoint of all response times. It is less affected by extremely slow or fast responses. If you have a few very long response times, the average will be higher than the median.
Q: Can I filter by team or agent? A: The Response Time tab currently shows data for your entire account. Use the Team Performance tab for per-team analytics.