Learn how SupportRetriever tracks and displays your response time statistics.
Response Time Metrics
SupportRetriever tracks two key response time metrics:
- Average Response Time - Average time to reply to any message
- First Response Time - Average time to first reply on new submissions
Average Response Time
What It Measures
The average time between when a customer sends a message and when you reply, across all messages in conversations.
How It's Calculated
- Tracks time from customer message to your reply
- Averages across all message-reply pairs
- Updates as you respond to messages
Display
Shown in hours, minutes, or days:
- Less than 1 hour: "45m"
- Less than 24 hours: "2.5h"
- 24+ hours: "1.2d"
2.5h
Avg Response Time
Average time to reply to messages
First Response Time
What It Measures
The average time from when a customer first submits your form to when you send the first reply.
How It's Calculated
- Tracks time from form submission to first reply
- Averages across all conversations
- Only counts conversations where you've replied
Display
Same format as average response time.
1.2h
First Response Time
Avg time to first reply on submissions
Why These Metrics Matter
Customer Satisfaction
- Fast responses show you care
- Customers appreciate quick acknowledgment
- Better response times = happier customers
Business Impact
- Faster support = better retention
- Quick responses build trust
- Professional image
Team Performance
- Track team efficiency
- Identify bottlenecks
- Set improvement goals
Target Response Times
Best Practices
- First Response: Under 1 hour during business hours
- Average Response: Under 2 hours during business hours
- After Hours: Next business day is acceptable
Industry Standards
- Excellent: Under 1 hour
- Good: 1-4 hours
- Acceptable: 4-24 hours
- Needs Improvement: Over 24 hours
Improving Response Times
Quick Wins
- Enable email notifications
- Check inbox regularly
- Use saved replies for common questions
- Set up mobile access
Process Improvements
- Establish response time goals
- Assign team members to monitor
- Use automation where possible
- Review and optimize workflows
Viewing Metrics
Access response time metrics:
- Go to Statistics (
/stats) - View "Avg Response Time" card
- View "First Response Time" card
- Compare across time periods
Time Period Filters
Filter metrics by time period:
- 7 Days - Recent performance
- 30 Days - Monthly trends
- All Time - Overall performance