Review response statistics
Last updated: August 10, 2026
The Reports → Responses view measures how long it takes for a recorded reply to follow an incoming message. It defaults to Month to Date and reports medians so a few unusually slow or fast replies have less influence on the result.
Open Responses
Select Reports from the navigation.
Select the Responses tab.
Review the date control in the upper-right corner.
Start with Month to Date, Today, or Yesterday.
Allow the cards, charts, and Team Performance table to refresh.
Understand the two response metrics
Metric | Starts at | Ends at | Attributed to |
|---|---|---|---|
Median Speed to Lead | The contact's first incoming message | The first later sent message associated with a user | The responder and the date of that sent message |
Median Response Time | Each incoming message | The next later sent message associated with a user | The responder and the date of that sent message |
Both metrics currently include Instagram and Facebook messages. SMS and email are not included.
An incoming message without a later eligible reply does not create a completed timing sample. Responses uses the message timestamp when available and otherwise uses its creation time.
The report treats a sent message with an associated user as a response. When you must distinguish a manually written reply from automation, verify the conversation history instead of relying on Responses alone.
Read the summary cards
The two cards show the median across all matching timing samples in the selected period:
Median Speed to Lead focuses on the first response to a new contact.
Median Response Time covers ongoing incoming-message-to-reply cycles.
For a median, half of the measured samples are faster and half are slower. A median is not an average, a maximum, or a service-level guarantee.
If no eligible sample exists, a card can show 0s or N/A depending on whether the report returned an empty result or no value.
Read the daily charts
Chart | Each point represents |
|---|---|
Response Time | Median response time for replies attributed to that day |
Speed to Lead Over Time | Median first-response time for replies attributed to that day |
Hover over a point to see its date and formatted duration. A missing day appears as a gap rather than a zero-duration reply.
The date is the day of the sent reply, not necessarily the day the incoming message arrived. A reply after midnight can therefore be reported on the following day.
Compare team performance
The Team Performance table shows each user with a response sample in the selected period.
Column | What it displays |
|---|---|
Member | User credited with the replies |
Median Speed to Lead | That user's median first-response time |
Avg Response Time | That user's median response time |
Select a member row to filter both summary cards, both charts, and the table to that user. A banner identifies the active user filter. Select the same row again or select the X in the banner to return to the team view.
Interpret response statistics carefully
Compare agents over the same date range.
Check sample availability before comparing a
0sor missing value with a populated median.Remember that the report covers Instagram and Facebook only.
Use conversation history when working hours, automated replies, contact time zones, or message context could explain a long duration.
Use Agent Activity for sent-message volume and the Reports Dashboard for revenue and funnel outcomes.
If dates, members, or chart values look incomplete, follow Troubleshoot Reports.