How response times are calculated

Response Time Report

Response Time calculations are based on the time difference between the agent response and the previous customer message during a certain time frame. Within the same conversation, each reply (back to the customer) is calculated and factored into the average. The calculation also only takes place if the previous message is from the customer and in an "Unresolved" or "Open" state. If either the previous message is from a staff or if the conversation is "Resolved" or "Closed", Reamaze will stop calculating response times.

One more thing to keep in mind is that if there are two consecutive customer messages, the staff's response (and response time) is calculated based on the first customer message among the two and not on the second customer message. If you need to wait a long time since the last customer reply to follow up, you can pause response time calculations by setting a reminder on the conversation.

The intended use for the Response Time Report is as a team-wide metric for "customer waiting time". This roughly estimates how long a customer waits for a response, without regard for whether your staff and team were actively working on a conversation internally.

Staff Reports' Response Time Calculations

Staff Response Time calculations are based on the algorithm above but also takes into account of office hours. There are several other differences:

  • Response times in staff reports do not take into account of responses to customer messages that fall outside of office hours.
  • If a customer writes in during office hours and a staff replies during office hours, the staff report response time is calculated.
  • If a customer writes in during office hours but a staff replies out of office hours, the staff report response time is also calculated.
  • Internal Notes also count toward Staff Response Time metrics

The intended use for the Staff Response Times is as a individual metric for how quickly a staff user reacted to a conversation or incoming message within their Shift or Office Hours.

Let's take a look at a few examples:

  1. If a customer writes in at 5:00 AM but your Office Hours are set to 9:00 AM - 5:00 PM and a staff responds at 10:00 AM. The Response Time Report will calculate it as 5 hours. The Staff Report's Response Time will not be counted because the customer's message arrived outside of office hours.
  2. If a customer writes in at 11:00 AM and your Office Hours are set to 9:00 AM - 5:00 PM and a staff responds at 2:00 PM. The Response Time Report will calculate it as 3 hours. The Staff Report's Response Time will calculate it as 3 hours as well.
  3. If a customer writes in at 4:00 PM and your Office Hours are set to 9:00 AM - 5:00 PM and a staff responds at 8:00 PM. The Response Time Report will calculate it as 4 hours. The Staff Report's Response Time will calculate it as 4 hours as well.

NOTES

The Average Response Time metric in the Response Time Report is different than the Average Response Time metric in the Staff Report. If you're referring to just the Average Response Time metric, this just takes a look at how long the customer waits for a response and averages it out. It does not matter who the response is from or who first handled the conversation.

If you are talking about a staff's average response time metric, that is different. We measure the response time for each message sent by each staff member independently. So, for one staff user, we just look at the average response time across the messages that they sent.

Here's an example:

  • Customer writes in at 9:00am
  • Agent 1 replies at 10:00am
  • Customer replies at 10:00am
  • Agent 2 replies at 10:30am

Agent 1's STAFF average response time is 1 hour. Agent 2's STAFF average response time is 30 minutes. The overall average response time is 45 minutes (90 minutes total divided by 2 responses).

Each response time metric only starts counting after the customer replies. So if there are back to back staff replies, response times are not counted UNTIL the customer replies.