First response time analyzer: median, p90 and target hit rate
An average hides the tickets that wait longest. Paste your first response times in minutes to see the typical wait, how long the slowest tickets take, and how often you meet your target.
Median first response
15m
Slowest 10% start at (p90)
4h
Answered within 1h
80%
Average
1h 6m
Your median looks healthy but the slow tail is long. A few tickets wait much longer than the rest, and those are the ones customers remember. 15 tickets counted.
Questions
Why look at the median and not the average?
A few tickets that wait for days drag the average up and hide how most customers are treated. The median is the middle ticket, so it shows the typical wait. The average is shown too, for comparison.
What is p90?
The response time that 90% of tickets beat. The slowest 10% took at least this long. It shows how bad a bad day for a customer is, which the median hides.
Where do I get first response times?
Most help desks export tickets with created and first reply timestamps. Subtract one from the other, convert to minutes and paste the column here.
Should I count weekends and nights?
Use whichever your promise to customers uses. If you promise answers in business hours, count business hours only; otherwise count the wall clock. The SLA calculator on this site works out business-hours due times.
Is my data sent anywhere?
No. The numbers are worked out in your browser and never uploaded.
Link to this page
Free to use and share. If it helped, a link back is the best thanks.
<a href="https://flatdeskfinal.vercel.app/free-tools/response-time-analyzer">Response time analyzer</a>Guides that go with this tool
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