How do you calculate Message Response time?

Question:

I am having a real hard time auditing the Average Response time.  Our leaders are hitting the managers hard on this, but I can’t figure out how you are calculating it.  I can’t audit it.

Answer:

The time is the median time it takes for the first staff message to come in following a guest comment. It’s measured as described in Messenger Reporting Metrics.

Calculating it manually requires the specific time of all messages in a conversation and ‘matching’ them.

The concept of ‘store being closed’ is not factored into the calculations (e.g. calculating based on business hours).