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.
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).