Answered

Median first response time calculated for office hours or 24/7?

  • 1 December 2021
  • 2 replies
  • 120 views
U

The help article doesn't seem to specify if the calculation is for a 24 hour period or during the set work hours in intercom for Median first response time.

 

We don't operate 24/7 yet so it would be great to compare this number (Median first response time) or any of the other metrics to office hours.

 

Hoping I missed this in the help articles? https://www.intercom.com/help/en/articles/4323871-measure-and-compare-your-team-s-performance/p>

 

Perhaps there is a filter option that is paywalled?

 

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Best answer by Lisa B11 6 December 2021, 16:51

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2 replies

L

Hey @user393​ 🙌

 

The charts show the First Response Time (FRT) grouped by conversation creation date. So, even though we only count the time within office hours (when 'Calculate your team’s response metrics within office hours only' has been enabled in Office Hours settings), this will be displayed on the chart according to the time the conversation was created.

 

For Example - A conversation is created at 4am GMT, but office hours are set to 9am - 6pm GMT. The conversation receives a first reply at 9:30am GMT. Reporting will show a 30min FRT for this particular conversation that was created at 4am, because it was answered 30mins after office hours started.

 

Hope this helps 🙌

U

This is helpful and super clear! Thank you Lisa 😊

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