Responsiveness

The Responsiveness dashboard includes a number of views to help understand the First Response Time ("FRT") for agents on records. Each view includes two metrics: the median FRT and the 95th percentile FRT, which reveals outliers that can be masked by averages.

📘

Median vs. 95th Percentile

Percentiles, and 95th percentile in particular, are commonly used to monitor performance. Here's a Heroku article on alerting and a passionate blog post on response times that cover the topic in more detail.

View Options

👍

Share the Screen

Any particular view can be bookmarked or shared with a teammate. Just copy the URL and send it over!

Every view on a dashboard includes at least three options in its top-right corner:

• Tooltip explaining what the view is
• Maximize the view
• Export the view's data (including data not shown) to a CSV