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How to calculate your Team's Response Time using CX Social

Last Updated: May 11, 2017 05:50AM EDT
When you're using CX Social with a Team, you might want to know what the average response time is. This Support Article explains the best way to find this KPI in CX Social.

Here at CX Social, we define this KPI as the average amount of time it took to when a mention was first replied to. This means that times to second (or later) replies are not taken into account.

We have a specific Dashboard widget available which allows you to calculate just this: "Average Time to First Action". You can place this widget on your Dashboard by going to Home > Dashboards > Select one of your Dashboard > Widget Gallery > Search for this widget. 

When adding the widget, you'll see an option to define which action we should calculate the average time for. Here you select 'Replied':

When you click the 'Advanced' button in this pop-up, you'll even see more options such as 'take business hours into account', or the option to apply an extra filter or date range so that this is only calculated for certain mentions (instead of all mentions in the topic(s) you selected) :

When you defined your widget, just click the 'Add Widget' button, and that's it.

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