What does this section show you?
In the Team Performance section, you can see how reliably your team handles new and ongoing conversations. You can identify:
how quickly your team responds to new conversations
how long responses take within existing conversations
how active individual users are during the selected time period
These metrics help you assess the quality of your support realistically and plan capacity more effectively.
First Response Time
The First Response Time shows how much time passes between a contact’s first message and your team’s first reply.
calculated as a median to avoid outliers
ideal for seeing how quickly new conversations are picked up
Response Time
The Response Time measures how long your team typically takes to respond within an ongoing conversation.
calculated as a median to avoid outliers
shows how efficiently your team handles active conversations
Trend of Response Times
Both metrics — First Response Time and Response Time — are shown across the selected time period. This helps you understand:
whether your response speed is improving or declining
typical peak times or high-load periods
differences between inboxes or channels
User Overview
At the bottom, you will find an overview of all users. For each team member, you can see:
First response time
Response time
Conversations participated in
Messages sent
This makes it easy to compare activity and performance across your team.
Filter Options
You can narrow down the data by:
time period
users
inboxes
channels
This allows you to analyze specific teams, responsibilities, or channels independently.
FAQ
What does “median” mean?
What does “median” mean?
The median is a type of average that ignores extreme outliers. It reflects the typical value in the middle of all measured response times, providing a much more realistic representation than a simple mean.
How can you improve response times?
How can you improve response times?
Response times automatically take the opening hours defined in your inbox settings into account. Messages received outside these hours do not increase the response time. If no opening hours are defined, the inbox is assumed to be available 24/7. Automated messages — such as welcome messages or out-of-office replies — are not counted as real responses and therefore do not affect the calculation.
How are the times calculated?
How are the times calculated?
Response times automatically consider the opening hours stored in your inbox settings. Messages received outside these hours do not extend the response time. Automated messages such as welcome or absence messages are not counted as actual replies and are excluded from the calculation.