How is the first response time calculated when I overtake some conversation from another team member?

Question

Is it calculated from the start of the conversation or is it calculated from the point I start to write with the client? The situation is that for example My colleague writes with some client but he/she needs my help so I overtake the conversation from the queue of my colleague to my inbox and start to write with the client instead of my colleague. Would my first response time be calculated from to complete beginning of the conversation or from the point I start to write with the client?

Thank you so much, Lenka

Gavin · Accepted Answer

The first response time will be when you first reply to your client. It is a measurement of the average time it takes for your teammates to respond to clients.

Lenka · Answer

Hello Gavin, thank you so much for the answer. So if I understand correctly the first response time is calculated at the moment when I respond to the client does not matter if my colleagues already responded before me to the client, am I correct?

Thank you so much, Lenka

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