Internal Response Time
The average time taken for one support agent to respond to another agent's internal query or request related to an email case, in minutes. Efficient internal communication speeds up resolution times and ensures that customers aren't left waiting due to internal inefficiencies or lack of clarity.
Total time taken for internal responses / Number of internal queries
If it took 120 minutes in total to respond to 24 internal queries, the average Internal Response Time is 5 minutes.