We have agents wherein they are on Away status and yet their median response time is high?
Best answer by Roy
View originalWe have agents wherein they are on Away status and yet their median response time is high?
Best answer by Roy
View originalHello @user307​ , Can you clarify? You are talking about Median first response time or Median response time?Â
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If today your first Median response time was 30 Min that means that 50% of conversation answered less than 30 Min and the second 50% conversations answered more than 30 Min. I got a good blog post for you about how you can measure First Median Response time and why it's so important metric in Customer Support:Â https://medium.com/rasper-com/calculating-first-reply-time-for-intercom-conversations-9dbdfe7b35c4/p>
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Median response time - Median time each teammate took to reply to customers at any point during a conversation.
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Hope this helps and makes your CS department stronger 💪
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