Hello @user307​ , Can you clarify? You are talking about Median first response time or Median response time? 

If today your first Median response time was 30 Min that means that 50% of conversation answered less than 30 Min and the second 50% conversations answered more than 30 Min. I got a good blog post for you about how you can measure First Median Response time and why it's so important metric in Customer Support: https://medium.com/rasper-com/calculating-first-reply-time-for-intercom-conversations-9dbdfe7b35c4/p>

Median response time - Median time each teammate took to reply to customers at any point during a conversation.

Hope this helps and makes your CS department stronger 💪