Responsiveness report

See how quickly your team respond to, and close conversations with the Responsiveness report.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

It’s easy to analyze how quickly your support team resolves your customers’ issues. You’ll see how quickly they send a first response, reply to and close conversations. You can then measure their performance in a fair and complete way. 

To view this report, head to Reports > Human support > Responsiveness.

Tip:

  • You can adjust the way your data is aggregated, to view the average, maximum, median or minimum.

  • The default aggregation shown is median, but if you choose a different aggregation using the ⚙️ Settings icon in the top right of a chart, your choice will be saved for the next time you view the reports.

The charts can show response time by day, week, or month, depending on the time period you've selected at the top of the report.

Conversations shown in the reports are filtered by the date they were started, this means you may see response times that exceed the length of the period shown. For example, if a conversation started on the 1st of January, and had its first response on the 3rd of January, you would see a 2 day response time, even if you filtered the report for a single day (the 1st of January).

Respond quickly to every message

Replying to your customers quickly is essential to keeping them engaged.

Response time is how quickly your team reply to your customers at any point in a conversation (i.e., not just the first response). You can view this in the Median response time section:

Prioritize new conversations

How quickly you first respond is crucial to easing your customer’s frustrations. 

First response time tells you how long your customers wait for your first response, so you’ll know when to focus more resources on new conversations. You'll also get a breakdown of the percent of conversations that fall into 7 distinct groupings.

The first column in the First response time breakdown table is divided into 7 time buckets (< 30s, 30s - 2min, 2 - 5min , 5 - 10min, 10 - 30min, 30 - 1h, >1h). On the second column you'll see the % of first replies for inbound conversations that happened within that time bucket.

Important:

  • ‘First response time’ includes response times for replies to one-off messages, ongoing messages and inbound conversations.

  • The charts show the 'First response time' grouped by conversation creation date. So even though we only count the time within workspace office hours (when you have this enabled in your Office Hours settings), this will be displayed on the chart according to the time the conversation was created. Individual team office hours aren’t taken into account.

  • If an inbound conversation is closed without any initial response from a teammate (e.g. closing a duplicate conversation), then this will not be considered in any of the median response time metrics. There needs to be a pair of customer message + teammate message to contribute towards to the median response time.

  • Bot responses are not included in the 'First response time' metrics.

Resolve issues faster

Your team’s time to resolution will directly impact how customers rate your teammates’ conversations. 

Time to close tells you how quickly your teammates close conversations and resolve your customers’ issues. The Time to close breakdown chart also includes a breakdown of the percent of conversations closed in 7 distinct time periods:

Snoozing a conversation counts towards the 'time to close'.

Pro tip: Encourage your customers to open new conversations after issues are resolved, to get the most accurate view of your ‘time to close’.

Be more responsive

It’s easy to see at a glance when your teams are least responsive. You can view this in the Median time to response per hour section - this will highlight any significant gaps in your support roster.

This chart is tracking both first response time and subsequent response time

Pro tip: If you spot a drop in responsiveness during lunch hours, you might split your team’s lunch period into two groups that have lunch at separate times so you can ensure full cover during working hours.

How to view different aggregations

For a different view of your data, you can change the way that it’s aggregated. 

You can change the aggregation displayed on the charts themselves, or in the summary at the top of the page. Just hover over the chart or summary you’d like to change and click the ⚙️ Settings icon.

Then, choose how you’d like to view your data with the drop down, and click “Save changes”: 

Editing the report aggregations is only available on some Intercom plans.

What is an aggregation?

An aggregation is how all the different values from individual conversations are combined and presented as a single number. 

For example, taking the different response times from each reply in all your conversations and aggregating them to show you the ‘average’ or ‘median’ response time.

How are aggregations calculated?

  • Average is the total of all values divided by the number of values. For example, if you have five response times of 1, 3, 4, 5 and 6 minutes, your average response time is all of them added together (1 + 3 + 4 + 5 + 6) divided by the number of responses (5) which equals 3.8 minutes.

  • Maximum is the largest value from the time period. For example, if you have five response times of 1, 3, 4, 5 and 6 minutes, the maximum value is 6 minutes.

  • Median is the middle value in all of your response times. The middle value is what separates the higher half from the lower half of your total response times. For example, if you have five response times of 1, 3, 4, 5 and 6 minutes, your median response time is 4 minutes (the middle value).

  • Minimum is the smallest value from the time period. For example, if you have five response times of 1, 3, 4, 5 and 6 minutes, the minimum value is 1 minutes. 


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