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Community Management: Response Time Explained
Community Management: Response Time Explained

How we measure the Response Time in Community Management App

Tereza avatar
Written by Tereza
Updated over a week ago

How do we count the response time?

Our algorithm counts the difference between the reaction and the last direct message/comment/review/other actions from a client.

Examples:

Situation A

Direct msg – question from client 10. 8. 12:00
The client sends another msg 11. 8. 12:00

Response to the client 11. 8. 20:00

ZoomSphere deducts/counts the answer time from the client's second message.

We consider the client's closest question in the past, not the first one. The reaction was therefore completed in 8 hours (and not in 1 day and 8 hours).

Situation B

Direct msg – question from client 10. 8. 12:00

Response to the client 10. 8. 20:00
Client reacts again 11. 8. 12:00

Response to the client 11. 8. 14:00

ZoomSphere evaluates this as two different resolved queries.

Again, as in Situation A, ZoomSphere takes the time of your response and the nearest client query in the past. The first reaction was completed in 8 hours, and the second reaction in 2 hours.

Situation C

Direct msg – question from client 10. 8. 12:00

Response to the client 10. 8. 20:00

Response to the client 11. 8. 20:00

Because there were two reactions, the same logic as in the previous two cases is applied. ​

There are two different resolved queries, and for each response, the time is subtracted from the time of the client's "closest" query/message in the past. So, in both cases, the time is subtracted from the same client query. Thus, the first reaction was completed in 8 hours, the second one in 1 day and 8 hours.

Average Response Time for each user and all their answers.👇🏼

Response Time Statistics👆🏼

And much more inside the Statistics of your Community Management. 🙂


Setting up Business Hours

For example, if your customer care team's working hours are Monday – Friday from 8 am to 5 pm, with weekends off, adjust the business hours accordingly for accurate response time calculation.

For instance, when you receive a message on Friday at 5:10 pm and your team responds on Monday at 9 am, the response time is 40 minutes, not two days.

To set it up, go to Master account Settings – Other settings.​


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