When tracking performance metrics, understanding how response times are calculated is crucial for accurate performance evaluation.

Response time tracking follows specific rules:

• Initial ticket creation triggers the initial time tracking
• If a ticket is reassigned between advisors or teams, the metrics will transfer to the assigned advisor or team

The following forms of response from the advisor triggers an immediate response value:

• Answering inbound calls
• Placing an outbound call
• Text messages

Key metric assignment principles include:

• Metrics will remain associated with the last team/advisor who handled the ticket
  • Ex. Advisor A responded to a ticket in under 60 seconds. The ticket is handled and closed but then reassigned to Advisor B. Advisor B will be associated to the ticket metrics and Advisor A will not.