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?
Best answer by Sam
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.
+1The 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.
+5Thanks @user1030 @roy s11, my teams median first response time for April is 8m 56s where as the average is 1h 51m. I assume there are a small(ish) number of conversations driving up my average response time, but I am struggling to easily identify them. Do you have a recommendation for locating them? For context we had 6721 conversations so don't want to go through them all!
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