At Zenvia Conversion, we understand that the key to success in business communications lies in fast response times. 

Therefore, calculating the median response time is essential to ensure that a contact is attended to by one of your consultants.

What is Median Response Time

This report calculates the response time of the first message, whether it is a text or a call, excluding automations such as welcome messages or bot responses. Additionally, it allows selecting a date and comparing it to a similar previous period.

⚠️Attention: The median response time does not consider your team's working hours.

How to Analyze the Median

To see the median response time for each agent, go to: Reports > Group Performance. 

The average response time is accompanied by a chart showing the number of new contacts received.

This parameter is based on the period you use, whether days, weeks, months, or years. 

This report is also available in the Zenvia Conversion Overview, in the summary panel, where filters cannot be applied, showing only the information for the day.