Median First Response Time
A key metric for measuring the responsiveness of a customer service team, defined as the median time from a customer sending a message to the first reply from a customer service agent.
Timeline (last 90 days)
After trimming templates from 140 to 22, median first response time dropped from 4 hours 10 minutes to 41 minutes.
Median first response time is more reliable than the average, because the response time distribution of customer service messages is typically long-tailed.
When monitoring median first response time, template insertion rate should be observed at the same time, otherwise a false impression may arise of faster responses in which templates are not being used.
All Facts (3)
After trimming templates from 140 to 22, median first response time dropped from 4 hours 10 minutes to 41 minutes.
50%UnverifiedMedian first response time is more reliable than the average, because the response time distribution of customer service messages is typically long-tailed.
50%UnverifiedWhen monitoring median first response time, template insertion rate should be observed at the same time, otherwise a false impression may arise of faster responses in which templates are not being used.
50%