Why is there a difference between my team's median and average response times?

Question

Big difference in Median and Average response time - how can I get more data on what causes this? I have been looking at the difference between my teams median response time and the average response time. There is a big difference. How can I get more data to analyse what is causing this? I don't think the conversation export has first response time data?

Sam · Accepted Answer

The difference in the two averages is just the mathematics behind the two averages.I’m not 100% sure, but I don’t think you can export this data with conversation export. I’d try leveraging Custom Reports to see if you can get the analysis you’re looking for with that.

Roy · Answer

Hi @ben s11​, ​Please take a look at the following article to understand difference between median and average response time.​​Let me know if you have any further questions about this topic.​

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