How is the Average Response Time Calculated?

  • 17 April 2021
  • 3 replies

Userlevel 1

Hi all! Would anyone mind providing more insight into how the average response time is calculated? We’ve seen the time change quite a bit when calculating from  Mon-Sun versus Sun-Sun, even though our weekends tend to be a bit slower. Thanks!

3 replies

Userlevel 3
Badge +1

Hi @Julian would be good to get some info on this. We want to make it a KPI but need a better understanding of how’s calculated. 

Userlevel 7
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Hi, sorry for being a bit late to the party, thanks for mentioning me.

I checked on this last week, I can assume you have checked the tooltip? It shows the definition of this metric:

The average amount of time between the creation of a topic and its first reply. Replies from topic starter don’t count.

Of course it is expected that this metric changes depending on the timeframe which you select. From your description it is not really clear if you see this time increase or decrease when you compare Sun-Sun, could you elaborate on this?

I’ve checked this for some of the weeks on your community, and I could see the time go down only a little bit when comparing Mon-Sun (mostly down with less than 1h). It could be that you saw an outlier (unusual activity by either your team or end users). Did you apply any filtering to this?

Just a theory, but it could be that someone from the community team was creating/preparing content in a hidden area or as an announcement, leading to spikes.

I personally would recommend to filter for registered users, as you are probably mostly interested in measuring topics started by this user group.

Userlevel 1

Thank you, @Julian ! I compared the results below (Mon - Sun)

to Sun - Sun like this: 



and you are right - there is about an hour difference. I would have originally assumed because of the differing weekend days, but in both cases, each set of dates has two weekend days in it. 


For another comparison: