Analytics. Inbox

Facebook avg first response time:

Let's imagine that the working hours of Facebook messenger are set as follows:
Monday - Friday 8:00 - 17:00
Saturday - Sunday 8:00 - 14:00
A Facebook session lasts for one day (24 hours).

1. We receive a customer letter TICKET_ID (X number) with ticket created date, for example: 2023-01-01 8:00:00 (new session).
2. We assign the letter and respond to the client, for example: 2023-01-01 9:36:00 (Fixed first response will be 01:36:00).
3. In the same communication, you receive the client's response on 2023-01-03 11:00:00 (new session).
4. We assign the letter and respond to the client, for example: 2023-01-03 11:13:12 (Fixed second first response will be 00:13:12).
5. We receive the client's letter again in the same communication on 01/10/2023 12:00:00 (new session).
6. We assign the letter and respond to the client, for example: 2023-01-13 12:00:00 (Fixed third first response will be 27:00:00).

This time is calculated as follows: 5 hours (10th day remaining working hours) + 9 hours (11th day working hours) + 9 hours (12th day working hours) + 4 hours (13th day working hours to first response) = 27 hours from the customer's letter to the first response - during the new session).

Working hours are as follows:
01/01/2023 (Sunday) >> Working hours 8:00 - 14:00
03/01/2023 (Tuesday) >> Working hours 8:00 - 17:00
10/01/2023 (Tuesday) >> Working hours 8:00 - 17:00
13/01/2023 (Friday) >> Working hours 8:00 - 17:00

First response time calculation in analytics and Ticket LOGS will look like this:
In Ticket LOGS we will always display the last first response time, which in our example is 27:00:00.

In the analytics, we will take the average of all three: 01:36:00 + 00:13:12 + 27:00:00 = (28:49:12) / 3 = 103752s /3 = 34584s = 576.4min = 09:36:24

It is important to remember:
TICKET_LOGS we display the last FIRST_RESPONSE time,
In analytics, we calculate the average of all first response times in the letter