Time To Response
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Time to Response
Average time to respond to client inquiries
Formula
TTR = Σ(Response Time) / (Number of Inquiries)Variables
Total Response Time
Sum of time elapsed between receiving inquiries and sending responses
Number of Inquiries
Total number of client inquiries received during the measurement period
How It Works
Calculate the time between when a client message is received and when a substantive response is sent, then average across all inquiries.
Example
If you received 50 client inquiries and the total response time was 300 hours, your TTR is 300 ÷ 50 = 6 hours.
Note
This is an inverse metric, meaning lower values are better. For example, a shorter response time indicates better performance.
Calculate Your Time to Response
Total Response Time
hours
Number of Inquiries
Result:
—hours
Remember: Lower values are better for this KPI.
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