Performance Tip
A high response rate with a moderate response time is often better than a low response rate with very fast times. Consistency matters more than speed on a few messages.
Response Performance
Response performance metrics help you understand how quickly and consistently you respond to messages that need attention.
Trigger Messages
Section titled “Trigger Messages”A trigger message is an incoming message that requires a response. Not all messages are triggers—the definition depends on chat type.
| Chat Type | What Counts as a Trigger |
|---|---|
| Private Chats (DMs) | Every incoming message |
| Groups & Supergroups | Only messages where you were @mentioned or replies to your messages |
Why This Distinction?
Section titled “Why This Distinction?”In private chats, every message is directed at you personally. In groups, most messages are general conversation—only direct mentions and replies specifically require your attention.
Response Rate
Section titled “Response Rate”Response Rate measures what percentage of trigger messages you responded to within the time window.
Formula
Section titled “Formula”Response Rate = (Responses ÷ Triggers) × 100%Time Window
Section titled “Time Window”A response must occur within 1 hour of the trigger message to count.
Example
Section titled “Example”You receive 10 trigger messages. You respond to 7 of them within 1 hour.
Response Rate = 70%
The 3 messages you didn’t respond to (or responded to after 1 hour) don’t count toward your response rate.
Average Response Time
Section titled “Average Response Time”Average Response Time measures how quickly you respond to trigger messages. The output is in minutes.
Formula
Section titled “Formula”Response Time = T₂ − T₁- T₁: When the trigger message was received
- T₂: When your response was sent
Weighting
Section titled “Weighting”Private chat responses are weighted higher than group responses:
| Chat Type | Weight |
|---|---|
| Private Chats | 1.0 |
| Groups | 0.5 |
This means private chat response times have more impact on your average. The reasoning: private messages are typically higher priority than group mentions.
Example
Section titled “Example”You respond to a private chat in 5 minutes (weight 1.0) and a group mention in 10 minutes (weight 0.5).
Weighted average = (5 × 1.0 + 10 × 0.5) ÷ (1.0 + 0.5) = 10 ÷ 1.5 = 6.67 minutes
Using Response Metrics
Section titled “Using Response Metrics”For Individuals
Section titled “For Individuals”- Track your own response patterns
- Identify times when you’re slower to respond
- Set personal goals for response rate
For Teams
Section titled “For Teams”- Compare response performance across team members
- Identify who may need support or training
- Establish team standards for response time