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| Access | Agent |
The number most quoted and most often misleading. Build it as a median, in business hours, and it starts being useful.
Build it
- Ticket dataset.
- Metric: first reply time, business hours.
- Aggregator: median.
- Attribute: by week.
- Filter: excluding spam, and excluding tickets with no reply yet.
Median, not average
A handful of tickets answered after two weeks pull the average far above what most customers experienced. The median says what a typical customer got, which is the question being asked.
Show both if you like; the gap between them is itself informative.
Business hours, not calendar
A ticket arriving at six on Friday and answered at nine on Monday is fourteen hours calendar and one business hour. Only one of those describes the service.
Whichever you use, say which on the report.
Exclude the unanswered
Tickets with no first reply yet have no first reply time, and including them either skews or silently drops them. Filter deliberately so you know which is happening.
Split by channel
Messaging expectations are minutes; email is hours. A combined figure describes neither, and it moves whenever the channel mix moves.
Watch the tail separately
The median can be excellent while a hundred tickets a month wait a day. Those are the customers who complain, and a percentile report is what finds them.
Set it against a target
A time with no target is a number people nod at. With a target, it is a question: are we meeting it, and if not, where.
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