Responsiveness report has incomplete data points

Question

Hello Team,Have you had reported issues where the Responsiveness report has incomplete data points?I posted this also in chat and still waiting feedback.We want to verify if this is an instance\setting issue we can tweak or is general for all Intercom users. I would like to ask if this

Emilygav · Accepted Answer

Hey there ​@RJ Cruz! Emily here from Support Engineering 👋🏼I can see you already had a talk with Ravi about this specific issue, glad to see he could clear some confusion up!To share some extra info..There indeed hasbeen reported issues where the Responsiveness report may show incomplete data points,specifically, if an inbound conversation is closed without any initial response from an admin, such as when closing out a duplicate conversation, it will not be considered in any of the median response time metrics.Additionally, the First Response Time (FRT) metrics are not calculated correctly on custom reports drill down. For a response to count towards the FRT, the teammate must be assigned to the conversation before they reply. Therefore, it's crucial for teammates to have the "assignment preference" set to "assigned to me" to ensure their responses are counted.Hope this additional info helps 😁

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