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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?

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.

Hi @ben s11​ ,

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Please take a look at the following article to understand difference between median and average response time.​

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Let me know if you have any further questions about this topic.​

Thanks @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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