We have agents wherein they are on Away status and yet their median response time is high?
Answered
How is median response time computed?
Best answer by Roy
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 💪
+5Hello @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 💪
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