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 time of the answer from the client's second message.

We take into account 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, 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.

Two different resolved queries, and for each response, the time subtracted from the time of the client's "closest" query/msg 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.πŸ‘‡

Response Time StatisticsπŸ‘‡

And much more inside the Statistics of your Community Management. πŸ™‚


Setting up Business Hours


For example, your customer care team's working hours are Monday – Friday from 8 am to 5 pm. The weekend is off. Adjust the business hours accordingly to reach a precise response time.
That being said, when you receive a message from a customer on Friday at 5.10 pm and your team responds on Monday at 9 am, the response time is 40 mins and not 2 days.πŸ™‚

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


If you have any questions, don't hesitate to contact us via the in-app chat or email support@zoomsphere.com.

LEARN MORE:
Community Management: User's Roles

Community Management: Statistics

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