Communication
Unit: duration
Lower is better
About This Metric
A critical customer experience metric. Faster response times correlate with higher customer satisfaction and conversion rates.
Formula
AVG(Response Timestamp - Inquiry Timestamp)Data Sources
- podium-messages
receivedAtrespondedAtconversationId
Caveats & Limitations
- •Only measures first response, not resolution time
- •Excludes after-hours inquiries from business hour calculations
Tags
#response
#speed
#customer experience
Calculation Source
Real-time (Cosmos DB)