How these numbers are worked out
Response time is the median — the middle value, so half of replies were faster — rather than the average, which a handful of very old conversations can drag upwards.
A gap of more than four hours is left out: it is nearly always somebody writing to a guest first, measured against a message from a previous stay.
Replies are counted against the person who sent them; older replies that were not recorded against a name are counted together as your team.
Response time · minutes
—
minutes — robust to outliers
Avg cycles per conversation
—
— this week vs — prior
Total messages in window
—
— processed
Auto-handle rate
—
— of sent messages by greet
Median response time per day
Who sent the most at each hour
Guesty's industry benchmark line is not available via API — see the Guesty Advanced Analytics view for it.