Hi, we're trying to recreate the Intercom's Median First Response Time metric in our mission-critical company dashboard, and need an exact logic used for calculating this metric.
In particular:
- Do you exclude conversations without responses from the calculations (in 99% of cases, those are spam messages)
- If the first response is an auto-reply - does Intercom count the time before it, or do they only count the time before a real person’s response?
- Reports in Intercom have time frames. Does Intercom count conversations that started before the chosen period but got their response within a selected period?
- Is the median first response calculated only for the closed conversations?
- Why is there a discrepancy in the time reports? (See below)
Advice on this would be highly appreciated.