---
title: "How To Interpret Average Lead Response Time"
canonical: "https://resourcecenter.kenect.com/space/Messaging/41975961/How%20To%20Interpret%20Average%20Lead%20Response%20Time"
format: markdown
---
# **Purpose**

In this article, you will learn how to utilize Average Lead Response Time. This article provides information regarding how times are calculated and how you can leverage this information. Utilizing this information can help improve your response time per lead and enhance the customer experience.

 

***Note: Analytics is only available for users with Admin privileges. ***

 

#### **Step-by-Step Guide**

1. Select 'Analytics' from the main toolbar on the left side of your screen.


![image-20240506-144641.png](media://599d5b2d-0028-481f-854f-fa294cb97702)


2. On the Analytics page you will see 'Average Lead Response Time' and 'Average Lead Response Time by User.'

![image-20240506-144652.png](media://e81c6b69-68e6-43c6-bcfe-5672413e998c)

  

3. You will see two data bars; Average Response Time and Average Response Time Adjusted.


![image-20240506-144713.png](media://944bd612-48f2-4016-bb8b-3e2c5c8eb699)


a.** Average Response Time**

i. This is calculated on a 24-hour block. It counts responses for both business hours and after business hours. These hours are configured on your 'Auto Response' tab from within the settings gear. 

b. **Average Response Time Adjusted**

i. This counts towards your average response time during business hours only. This will typically be much lower than your Average Response Time because of the hours counted.

 

4. Using your Average Lead Response Time analytics.

a. This tool helps you understand how your team is addressing leads as they come in. By hovering over the black and or blue bar, you can see the exact time. This will indicate if your store is meeting the thresholds that you have set. Industry standard is to respond to leads within one hour of receiving them. 


![image-20240506-144727.png](media://0dc7ac88-babe-416f-befd-01b2435bb89c)


i. To help lower your average response time, consider requiring every lead to receive an initial 'thank you' message or 'we'll be right with you' message. This helps show engagement with the lead.

 

# **Frequently Asked Questions (FAQ)**

- **What is defined as a 'Lead' in Kenect?**
  - Any text message or Facebook Messenger message where the customer sends a message into your business very first will be considered a 'Lead' in Kenect.