Calculating Team Response Time

About Calculating Team Response Time

When you’re using Qualtrics Social Connect with a team, it can be helpful to know the average response time of your team. This is defined as the average amount of time it took to reply to a mention. This page covers how to find this metric in Qualtrics Social Connect.

Adding the Dashboard Widget

Once you’ve created a dashboard, you can add the Performance: Avg. Time to 1st Action widget to calculate team response time.

1. Select the Insights tab.
2. Select the dashboard you want to add the widget to from your existing dashboards.
   Qtip: You can also select Create dashboard to create a new dashboard.
   
3. Click Add widget.
   
4. Select the Performance: avg. time to 1st action widget. You can use the search bar to search for this widget.
   
5. Enter a title for your widget.
   
6. Select the topics for your widget.
7. If you want to add a filter, select a saved filter or create a new one.
8. Select the date range for the widget.
9. Click the Action dropdown and select Replied.
10. Check the box if you want to take business hours into account for computing time differences. When this is unchecked, non-business hours will be calculated in the metric.
11. Select a position for your widget.
12. Click Add.