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Why is First Response Time Greater Than Time to Close?

  • January 10, 2022
  • 1 reply
  • 35 views
A

Hi there 👋,

 

My team's median first response time is 1 hour, but my team's median time to close is 34 minutes. Is it normal for it to take longer to respond to a case than it is to close it? What does this mean as an organization? Thanks! ✌

 

-Ali

Best answer by Eric Fitz

Hey @ali s​, are your team or teammates closing any conversations without a reply? The time to close report will also include any conversations where the conversation was closed without a reply from a teammate.

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Eric Fitz
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  • Eric FitzEmployee
  • Employee
  • 1630 replies
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  • January 11, 2022

Hey @ali s​, are your team or teammates closing any conversations without a reply? The time to close report will also include any conversations where the conversation was closed without a reply from a teammate.

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