Best metric for first reply (chat answered)



  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi there Delina,

    Thanks for posting your question. Have you had a look at this help center article before?

    There are three First Response Time metrics you can look at, most people use Average but looking at the min/max value also helps you see the spread in response time within your team. 

    If you are using Chat Analytics, you can look at the Chat Timings section in Chat Reports to also see the distribution of response times. If you want a breakdown by agent, it also exists in the Leaderboard section of the Agent Reports.

    If you are using Insights in Support, you can use the Median Chat Wait Time metrics. You can get a list of all metrics available for Chat in Insights here:

    Hope that helps,



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