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Reporting says weekly response time this week 16hrs

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Brian

14 Oct, 2011 10:49 AM

Our longest initial response was 5h 4m, so how could the weekly average be 16hrs?

1. Support Staff 1 Posted by brandi on 14 Oct, 2011 05:46 PM

   

   Hi Brian,

   Please read our FAQ on response times here: https://help.tenderapp.com/kb/general-use/how-are-response-times-ca...

   If you have any additional questions, please let us know.

   Thanks!
   Brandi

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2. 2 Posted by Brian on 14 Oct, 2011 06:04 PM

   

   I already read this. The math is wrong, or the listed data is wrong. The average can't be 16hrs, if the longest response time is 5hs.

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3. 3 Posted by Tim on 14 Oct, 2011 07:25 PM

   

   Hi Brian,

   In order to investigate we're going to need a bit more detail. Our calculations include all discussions (even those created several days earlier), and a response to a single discussion which you might be unaware of could be skewing your results. Do you have the CSV which lists all discussions?

   Thanks,
   Tim

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4. 4 Posted by Brian on 14 Oct, 2011 07:38 PM

   

   Here is the CSV.
   I get an average of 3699 secs, or 62mins or about 1hr. The system is currently saying 14hrs, which is the same as the monthly average.

   • tender-igodigital-3.csv 1.28 KB
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5. 5 Posted by Tim on 14 Oct, 2011 07:46 PM

   

   Hi Brian,

   I suspect I know the source of the confusion -- the "response time today" header on the dashboard includes not only initial responses, but all responses to customer comments:

   When an item is put into Pending, the clock is ticking on your "Response time today" calculation -- but if that us a customer responding to one of your responses, the "initial response time" was already set. You will find that the dashboard's "response time" header is different from the "initial response time" calculation for that reason.

   I think we'll update the Knowledge Base article to make it clear that it's measuring somewhat different things. Initial response is critical for many of our customers' SLAs, but average response time for all responses is also useful to know from the standpoint of seeing a snapshot of support productivity.

   Is this helpful?

   Thanks,
   Tim

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6. 6 Posted by Brian Rowe on 14 Oct, 2011 08:37 PM

   

   It does, if that were in the docs, I wouldn't have submitted the tickets,
   but it would be good to get a CSV of that, so we could find the ones that
   were slow, or maybe that is somewhere else.

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7. 7 Posted by Tim on 14 Oct, 2011 08:46 PM

   

   Hi Brian,

   I'll update the knowledge base doc for this right away.

   As far as seeing all comments and times in the CSV, that's not currently available. Our CSV is set up such that calculations done in the Reporting pages can be performed based on the CSV, but the calculation for the dashboard is separate. Certainly something I intend to add as we revisit Reporting for updates.

   Thanks!
   Tim

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8. Tim closed this discussion on 14 Oct, 2011 08:46 PM.

9. Courtenay re-opened this discussion on 14 Oct, 2011 08:48 PM

10. Support Staff 8 Posted by Courtenay on 14 Oct, 2011 08:48 PM

    

    Are you looking at total response vs initial response? Those are two
    different stats.

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11. 9 Posted by Brian Rowe on 17 Oct, 2011 12:33 PM

    

    Looks like this will be resolved with a documentation update.

    Thank you

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12. Nicole closed this discussion on 17 Oct, 2011 01:55 PM.