Use case: A client mentioned a slow reply, or you simply want to know how quickly your team gets back to clients. The Avg. response time report shows, for each team member, how long clients wait for an answer.
Only admins and portal admins can see this report.
How to view average response times
In the left sidebar, click Reports, then Avg. response time.
Click the date selector at the top of the report and pick a shortcut, such as This week or Last month, or select a start and end date in the calendar. The report opens on the current month. Use the arrows next to the date selector to move to the previous or next period.
Read the table. Each team member, admin and portal admin has a row with:
Role: their role in your portal.
Messages: how many responses were counted for them in the period.
Avg. response time: their average wait time, shown as hours:minutes:seconds. It stays empty when no responses were counted.
To download the data, click Export CSV. You get a
response-time.csvfile with the name, role, messages and average response time of each person for the dates you selected.
How response time is measured
The clock starts when a request is created or when a client posts a comment on it.
It stops at the first response from your team on that request: a comment or a status change. The time counts for the person who responded.
Only working hours count. By default these are Monday to Friday, 8:00 to 18:00, in your portal time zone (Settings > Portal > Timezone). Nights, weekends and holidays are left out, so a message sent on Friday evening and answered on Monday at 9:00 counts as one hour.
Only requests with at least one assigned team member, created in the last 12 months, are included.
Tips
Compare the same period each month to spot trends instead of reading a single week.
A high average with few messages can come from one slow reply. Check the Messages column before drawing conclusions.
For an overview of request volume and status, see the Requests report under Reports.