What metric does the response time use?

Question

How does the whole response time works. Do i need to snooze them always? What if i receive an email 5 minutes after i left the office but answer immediately if i entere the office the next day. Does it counts all hours in between?Thanks

Racheal · Answer

Hey @user1862​Racheal from the support team here &#128075;&#127996;There's a lot to consider when reviewing support metrics to understand how your team is performing. To help understand what these graphs are showing I've included a breakdown of how we define/calculate some of our metrics. First response time— Timeeach teammatetook to reply to the first incoming message in a conversation.Time to close— Time between theconversation’s first message from a user(when it was started) and when it was last closed.Conversation Handling Time— Total amount of time spentby any teammateshandling a conversationTeammate Handling Time—Total amount of time aspecific teammatespends handling a conversation (accessed in the team performance report)Response time— Time for ateammate to reply to any messagein a conversation, snoozing a conversation will not stop the clock here.First assignment to close time— Time between the conversation being assigned to a teammate and when it was last closed.If you only want your metrics to consider when you are in office you'll want to make sure you have enabled this setting in your Messenger settings:

Join the Intercom Community 🎉

Intercom Customers and Employees

Login to the community

Intercom Customers and Employees

Scanning file for viruses.

This file cannot be downloaded