First Response Time
This measures the time it takes for tasks that are created on your network of websites to be replied to.
Looking at the above example, this means that on average, the first reply to tasks happens in 14hours and 43 minutes. Underneath we can see that this is 94.69% quicker than last week. First response time is an important data point to pay attention to, especially if you have monthly care plan clients.
The quicker you respond, the happier the client. Keeping your client happy is paramount in making sure they stay a client, and by keeping track of this KPI you can ensure that your clients always feel like they are getting the service they are paying for.