Define the beginning and end
Response time can mean the time to a first attempt, a manually reported successful contact or a provider-confirmed answer. These measures are different.
State whether the clock starts at the source enquiry or CRM creation. Do not infer a missing original enquiry date from a historical import date.
Keep waiting leads separate
Average time to a first recorded attempt includes leads that have that event. Untouched leads form a separate waiting population. Their waiting time continues to increase.
Fictional example: first attempts occurred after 10 and 30 minutes; a third lead is still waiting. The average for the two recorded attempts is 20 minutes. Report the third lead and its waiting time separately, rather than adding a zero.
An attempt is not an answered conversation
Clicking a phone action, provider acceptance, ringing and answering are separate events. Completing a call task does not prove successful contact.
Label manually reported outcomes. A 30-second SLA is a target for a defined stage, not a guarantee of an answered call.
- Source enquiry time, if available.
- Receipt and CRM creation time.
- First recorded attempt.
- Manually reported successful contact.
- Provider-confirmed answer, when that source is active.
Check scope and completeness
A team-wide measure needs the full authorised scope, not just the visible table page. Define filters, period, population and event source.
Keep timestamps in UTC and present the relevant timezone. Explain incomplete measurement. Missing data is not zero.
Sources and product scope
Prepared with AI assistance and checked against the current implementation and cited sources. Product availability may change; check the linked scope.