First response time
How Keeping calculates First Response Time.

Calculating First Response Time

Your team's work schedule has an important effect on how we calculate first response time in reports. In essence, the response time clock is only "ticking" when your team is working. So if a message arrives off hours, your team is not penalized for replying to it the next morning.
For example:
  • If your team has a schedule set from 8:00am to 5:00pm, and if a ticket that arrives at 6:00pm (when no one is working), and then a team member replied to at 9am the next day, the ticket would have a first response time of 1 hour.
  • In this same example, if an agent replies to a ticket off hours (say at 7:00pm), Keeping calculates it as an immediate response. This can greatly affect your average response times!
Last modified 3d ago
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