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Alcmeon Analytics gives you access to all the details on the different delays between a customer sending a message and the first response from your brand.

Several indicators are available:

• first human response time per message
• first human response time in business hours per message
• first human response time in business hours excluding message routing
• first human response time per conversation
• first human response time in business hours per conversation
• first human response time in business hours excluding conversation routing

First human response time per message

First human response time measures how quickly agents respond to each customer message, from the customer's perspective. This timeframe does not take into account your organization's non-business hours and days. It is calculated only for messages handled by humans.

In the example above, the first message answered by a human agent was on Monday the 2nd at 10:32 PM. It was answered in 10 hours and 50 minutes. The second message answered by a human agent was answered in 20 minutes.

First human response time in business hours per message

The first human response time in business hours is based on the same calculation as the first human response time, but taking into account your business hours: the portion of time outside your business hours is subtracted from the calculated time.

This allows you to measure time from your organization's perspective, not from the customer's perspective. This is the metric most tracked internally by our customers, typically as the percentage of messages responded to in less than 2 hours (or less).

In the example above, the responding team's business hours have been set (from the “Settings / Business Hours” section) to be 9am to 6pm every day.

In this case, the first message replied by a human is no longer 10h50min. We subtract business hours from this delay, here between 10:32pm and 9am the next day. The delay in business hours for this message is therefore 22min (between 9am and 9:22am). The delay of the second message replied does not change because the entire delay elapses during business hours, so it remains at 20min.

Note: even if the response time for a message extends over several days, for example, Alcmeon will exclude from the calculation all parts during non-working hours, even in several “pieces”.

First human response time in business hours excluding message routing

The first human response time in business hours excluding routing refines the previous time by excluding from the time the part during which the message has not yet been routed to the team of the agent who responded (i.e. the time during which this message was invisible to them). This indicator is particularly interesting in organizations where some teams only receive messages when others route them manually: level 2 support teams for example.

In the example above, the message from Monday 2 at 10:32 PM was first routed (by a Triage Rule) to Team A. Advisor X manually routes this message to Team B, for example because he identifies that it is within his competence. Advisor Y from Team B takes responsibility for this message a few minutes later and replies to it.

With this “non-routing” indicator, the calculated delay is no longer 10h50min (“calendar” delay) nor 22min (delay in working hours) but 4min.

First human response time per conversation

This metric allows us to measure the response time of a conversation: for each conversation we only calculate the time for the first response of the conversation .

See for a reminder the Definition of an Alcmeon Conversation

This delay is different from the first reply delay per message described in the previous section, which concerns all replied messages from all conversations: here, only the first replies of each conversation are taken into account, but in addition, the starting point of the delay is the very first message from the client.

Indeed, since we are trying to measure response time, it is necessary to measure it from the first message from the customer in the conversation, because it is possible that in the absence of a response, the customer will become impatient and send several messages in succession. If the starting point of this delay were the message replied by the agent, this metric would not measure this period of waiting (and impatience) of the customer.

In the example above, the client sends their first message at 10:30 PM (remember, even clicking a button on a chat bot is considered a message) and the first human response is made at 9:22 AM the next day. The calculated delay is therefore 10 hours and 52 minutes.

As with per-message response times, you also have access to first human response times per conversation during business hours, excluding routing. In our example, the per-conversation response time during business hours will be 22 minutes, and the per-conversation response time excluding routing will be 4 minutes.