Have you noticed there are differences between us and Intercom's Time for First Response? That's because there are differences in how we calculate this data.

How we calculate Median Time to First Response

  1. We group conversations by UTC time, and Intercom uses your time zone. We are looking to implement that too, but later. This means that conversations started around midnight might end up on different days (Dec 3 for us, Dec 4 for Intercom)
  2. Intercom excludes conversations manually started by your teammates. At the moment, we cannot do it similarly, but we're working with Intercom to make it possible.

More on this chart and report can be found here.

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