How response times are calculated

Response Time Report

Response Time calculations are based on the time difference between the agent response and the previous customer message during a certain time frame. Within the same conversation, each reply (back to the customer) is calculated and factored into the average. The calculation also only takes place if the previous message is from the customer and in an "Unresolved" or "Open" state. If either the previous message is from a staff or if the conversation is "Resolved" or "Closed", Reamaze will stop calculating response times.

One more thing to keep in mind is that if there are two consecutive customer messages, the staff's response (and response time) is calculated based on the first customer message among the two and not on the second customer message. If you need to wait a long time since the last customer reply to follow up, you can pause response time calculations by adding an internal note or setting a reminder on the conversation.

Staff Reports' Response Time Calculations

Staff Response Time calculations are based on the algorithm above (an average) but also takes into account of office hours. There are several other differences:

  • Response times in staff reports do not take into account of responses to customer messages that fall outside of office hours.
  • If a customer writes in during office hours and a staff replies during office hours, the staff report response time is calculated.
  • If a customer writes in during office hours but a staff replies out of office hours, the staff report response time is calculated.

Let's take a look at a few examples:

  1. If a customer writes in at 5:00 AM but your Office Hours are set to 9:00 AM - 5:00 PM and a staff responds at 10:00 AM. The Response Time Report will calculate it as 5 hours. The Staff Report's Response Time will not be counted because the customer's message arrived outside of office hours.

  2. If a customer writes in at 11:00 AM and your Office Hours are set to 9:00 AM - 5:00 PM and a staff responds at 2:00 PM. The Response Time Report will calculate it as 3 hours. The Staff Report's Response Time will calculate it as 3 hours as well.

  3. If a customer writes in at 4:00 PM and your Office Hours are set to 9:00 AM - 5:00 PM and a staff responds at 8:00 PM. The Response Time Report will calculate it as 4 hours. The Staff Report's Response Time will calculate it as 4 hours as well.