RELATED IDEAS
Exclude snoozed time from response time Analytics
Problem
Response time metrics include time spent while a conversation is snoozed, inflating reported response times when agents intentionally delay a reply at the customer's request.
Request
Add an option to exclude snoozed time from response time calculations in Analytics.
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ADMIN RESPONSESep 26, 2025
Your idea is now live and open for voting.
Similar request. Our current approach risks penalizing the support team in cases where no response is required. In multi party conversations, support is often included for awareness, and not every message represents an action or question for the team. This needs to be accounted for in how we measure response performance.
This would be great!