Right now, Time to First Response (TTFR) is calculated as a median response time across all tickets created by your default team over the past 14 days.
A “first response” is recorded any time an advisor takes one of the following actions on a ticket:
- Placing a voice call
- Starting a video call
- Starting a manual timer
- Sending a message to a customer
- Re-assigning the ticket
Today, this metric applies to every ticket, whether it was opened by a customer or created proactively by an advisor.
To provide a more accurate view of how quickly your team responds to customer-initiated requests, we are updating this calculation to include only reactive support tickets, in other words, tickets that were started by a customer.
With the new metric, only customer-started tickets will affect your TTFR.
The updated calculation will affect the following places:
- The Dashboard’s Time to First Response metric
- Insights Reporting
This will not retroactively change any historical data, only data going forward. Insights will reflect the updated data starting March 12th for any data pulled from February 25th onward, anything prior to February 25th will continue to display the old data.