Response times
In short: The Response Time Analytics report measures how long a customer waits for the first reply from a colleague and how long colleagues take on average for each reply. You see the figures as a total, as a trend over time, per colleague and per channel, plus the twenty tickets that waited longest for a first reply.
Where to find this
Go to Analytics > Response times. The page is called Response Time Analytics with the subtitle Track reply speed & first response times.
Who: from the Team lead role. If your account has several organisations, you choose in the Organisation filter which ones are included; if you choose nothing, all organisations you have access to are included.
The Response Time Analytics report (menu Analytics > Response times) with the filters, the six cards and the trend chart.
Filters
Choose the filters and click Refresh to load the report.
| Filter | Meaning | Default |
|---|---|---|
| Date range | The period in which the ticket was created. Use the quick buttons 7d, 30d, 90d, 180d and YTD (from 1 January to today) or choose your own start and end date. The end date always runs until the end of that day. | Last 90 days |
| Group by | The size of the time periods in the trend chart: Auto, Daily, Weekly, Monthly or None (no trend chart). With Auto, aishaa chooses daily up to 120 days, weekly up to 365 days and monthly above that. | Auto |
| Organisation | Only for accounts with more than one organisation: which organisations are included. | All organisations you have access to |
| Channel | Only tickets from the chosen channels, for example email or WhatsApp. Empty means all channels. | All channels |
| Labels | Only tickets with one of the chosen labels. Empty means all tickets. | All tickets |
aishaa remembers per user the chosen date range (quick buttons only), the grouping and the chosen organisations for your next visit. That choice also applies to the Topics and Volume reports. A start and end date you chose yourself is not remembered.
The six cards
| Card | Meaning |
|---|---|
| Total tickets | The number of tickets created in the chosen period that match the filters. |
| With first response | The number of those tickets in which a colleague replied at least once after a message from the customer. |
| Avg first response | The average time between the customer’s first message and the first reply from a colleague. Only tickets with a first response are included; tickets without a reply therefore do not push the average up or down. |
| P50 first response | The median of the first response time: half of the tickets got a reply faster than this value. |
| P90 first response | The 90th percentile: 90 per cent of the tickets got a reply faster than this value. This card shows how long the slowest 10 per cent wait. |
| Avg reply (all agent replies) | The average time between a message from the customer and the next reply from a colleague, across all replies in all tickets, not just the first. |
How aishaa measures a response time
- First response is the first reply from a colleague that follows the customer’s first message in the ticket. The time in between is the first response time. Every message that goes out on behalf of the team counts as a reply: from a colleague, but also a reply that an agent was allowed to send by itself after Let it send by itself, a message that a workflow sends and a bulk message. Automatic replies do not count, and a proposal from aishaa only counts once it has been sent.
- For all agent replies, aishaa looks at each run of customer messages: if a customer sends three messages in a row, the time from the first message of that run to the next reply from a colleague counts as one response time.
- Tickets without a customer message or without a reply from a colleague produce no response time and are only counted in Total tickets.
- Times are measured in minutes and shown on the cards as hours and minutes (for example 2:15), from one day onwards with the number of days in front. Each card has a tooltip with the definition.
Charts and tables
Below the cards are the charts and tables. They use the same filters and period as the cards.
Trend
The Trend line chart (with the chosen grouping in the title, for example Trend (Daily)) shows two lines per time period: Avg First Response (min) and Avg Agent Reply (min). If you choose None under Group by, it says No trend data for the selected range. With many time periods, the axis shows at most 24 labels; the other time periods are still in the chart. Weeks are shown as wk 41 2026, months with the name of the month.
By agent
The By agent bar chart shows the average first response time per assigned colleague. The colleague is the person the ticket is currently assigned to. Tickets without an assigned colleague are grouped under (Unassigned). Without data, it says No agent breakdown available.
By channel
The By channel donut shows the number of tickets per channel, for example Email (12). Without data, it says No channel data.
Slowest tickets (first response)
The Slowest tickets (first response) table shows the twenty tickets with the longest first response time in the chosen period, with the columns Ticket, Subject, Agent, Channel and First response. The Open button opens the ticket in a new tab (in the installed app, the ticket opens in the app itself).
The Slowest tickets (first response) table at the bottom of the Response times report, with the Open button on each row.
Good to know
- The Daily option is disabled as soon as the date range is longer than 120 days; aishaa then uses Weekly.
- The report looks at the ticket’s creation date, not at the date of the reply. A ticket from 1 August that is answered on 5 September counts in August.
- The boundaries of days, weeks and months in the trend chart are fixed at Central European Time, regardless of the time zone of your organisation or browser.
- The number in the Ticket column of the table is the ticket’s internal number and may differ from the ticket number you see in the ticket overview. Use the Open button to be sure you open the right ticket.
- Deleted tickets are included in the counts of this report.
- There is no export of this report. See Sharing figures without an export.
- If loading fails, the message Failed to load analytics appears. Try again with Refresh.
- The report makes no distinction between a proposal that a colleague sent unchanged and a reply that an agent sent by itself. How often an agent’s proposals go out unchanged is shown under Trust on the agent. See Trust and letting an agent send by itself.