Editorial draft available to read. Factual and language review is pending. Examples are illustrative.
Distinguish receipt from attention
Record confirmed receipt and the first response addressing the enquiry under an agreed definition. Automatic acknowledgment alone is not sales advice. Classify assistant responses separately and define eligibility. Keep channel, owner and verifiable evidence rather than relying on ambiguous manual labels.
Publish calculation rules
Choose elapsed or business-hours time, or both, with time zone, holidays and exceptions. Show distribution and median. Keep unanswered cases and age visible. Define reopened cases, failed replies and channels without reliable timestamps.
Test an hours boundary
Example: Friday afternoon receipt and Monday response produce different values under different agreed calendars. Reconstruct both from original timestamps. Verify manually, show open cases separately and avoid presenting an internal target as a contractual guarantee.
Key takeaways
- Define the clock start, qualifying response and treatment of unanswered cases.