Response Times

The Response times report measures how quickly your team responds and resolves conversations. Find it in Reports - Response times.

First response time (FRT)

The time between a customer’s first message and your team’s first reply in a session. Measured in seconds and shown as:

• Median (p50) - half of sessions were responded to faster than this.
• p90 - 90% of sessions were responded to within this time. A useful “worst normal case” number.

A daily chart shows how the median FRT trended over the selected date range.

Resolution time

The time from when a session started to when the conversation was resolved. Calculated only for sessions that ended with a “resolved” outcome (not idle timeouts or force-closes).

Same two metrics: median and p90, with a daily trend chart.

SLA attainment

The percentage of sessions that received a first response within the SLA target. The default target is 30 minutes (1800 seconds). You can adjust the target when calling the report.

For each day, the chart shows what percentage of that day’s sessions hit the target.

Distribution buckets

At the bottom of the report, histograms show how FRT and resolution times are distributed across buckets:

FRT buckets: under 5 minutes, 5-30 minutes, 30 minutes to 1 hour, 1-4 hours, 4 hours and over.

Resolution buckets: under 1 hour, 1-4 hours, 4-24 hours, 1-3 days, 3 days and over.

These tell you where the outliers are. If most of your conversations are in the under-30-minute FRT bucket but you have a long tail in the 4 hours+ bucket, you have a specific problem to investigate rather than a general speed issue.

Filters

Filter by app, channel, or agent to drill into specific parts of your operation.