How to Use the Response Time Report

Summary

Overview: The Avg. Response Time report shows how long customers waited for a reply: how long until Pippin's reply was ready, and how long until a person on your team replied. It shows the averages, each reply, and which ones missed the target.

Prerequisites:

• You are a Sales Manager or the Admin.

Step-by-Step Instructions

Step 1: Open the report

1. Go to Dashboard.
2. On the Avg. Response Time card, click View. The report opens on the same date range as the Dashboard, including a Custom range.

Step 2: Set the date range

1. Click the date button at the top right, pick a preset or Custom, and click Apply.
2. Days start and end at midnight in your computer's time zone, the same as on the Dashboard.

Step 3: Choose a view

Two summary cards sit at the top. Click one to switch the table:

1. Avg. Response Time by Human: the average time from a customer's message to a person answering it, either by approving a reply, quote or booking link in the Review Queue, or by replying from the Inbox. The badge reads Within <= 1hr or Above <= 1hr.
2. Avg. Response Time by Pippify: the average time from a customer's message to Pippin's reply being ready. That is when Pippin sent the reply, or, under Review every reply, when its draft was ready for your approval. The badge reads Within <= 60s or Above <= 60s. Each card also shows how many replies it covers, for example 12 records.

What counts:

• Each customer message counts once on each side: only the first reply to it. A later reply to a message that was already answered, even before the date range, is not counted again.
• Follow-up sequence messages, phone calls and replies with no customer message before them are not counted.
• Archived leads are not counted.

Step 4: Read the Human table

The line above the table shows Showing N human replies · Avg. Human Response Time. Columns:

1. Date Received (when the customer sent the message), Contact Name (click to open the lead), Company and Email Address.
2. Action Type: Reply, Quote or Meeting Link for an item approved in the Review Queue, or Inbox Reply for a reply a person typed in the Inbox.
3. Draft Waiting Time: how long the item waited in the Review Queue before approval. Over 30 minutes shows in red. An Inbox Reply shows -.
4. Response Time: from the customer's message to the person's reply. Over 1 hour shows in red.
5. Benchmark: Within Target (1 hour or less) or Over Target.
6. Priority and Status.
7. Needs Improvement: an alert icon means the item waited over 30 minutes and the response was over target.

Step 5: Read the Pippify table

The line above the table shows Showing N Pippify replies · Avg. Pippify Response Time. Columns:

1. Date Received (when the customer sent the message), Contact Name, Company and Email Address.
2. Reply Ready At: when Pippin's reply was ready. (draft) after the time means it was a draft waiting for approval under Review every reply.
3. Response Time: from the customer's message to Pippin's reply being ready. Over 60 seconds shows in red.
4. KB Context: Yes if the reply used your knowledge base, otherwise No.
5. Benchmark: Within Target (60 seconds or less) or Over Target.
6. Priority and Status.

Step 6: Search and export

1. Type in Search name, company, email... to filter the table by contact name, company or email. While you search, the line above the table shows only the number of matching replies. The average is hidden because it covers the whole date range, not just the matches.
2. Click Export CSV to download the rows in the table for the view you're on. The file uses the same words as the table, for example Within Target, Hot and Inbox Reply. The Pippify file has a Reply column (Drafted or Sent), and the Human file has a Needs Improvement column (Yes or No). The file name includes human or ai and today's date.
3. Click a row to open the lead.

Verify It Worked

Success criteria:

• The summary cards and the table use the date range you chose.
• Switching cards switches the table columns.

Troubleshooting

Common errors

• "No records found for this period.": no customer message got its first reply on this side in the range, or nothing matches your search. Fix: widen the date range, clear the search or switch views.

Limitations & considerations

• Replies are dated by when the reply was ready (Pippify) or sent (Human), not when the customer wrote. A reply inside the range counts even if the customer's message came before it.
• The averages and the counts on the summary cards cover every reply in the range, and match the Dashboard card for the same range. The table and the CSV file hold the most recent replies.
• Under Review every reply, the Pippify side measures when each draft was ready, and the Human side measures when a person approved it. See Why Some Replies and Follow-Ups Wait for Approval.

Next Steps & Related Resources

• Next steps:
  • How to Approve or Reject Items in the Review Queue
• Related articles:
  • How to Read the Dashboard
  • How to Choose Quotes or Meetings and the Automation Level
  • Why Some Replies and Follow-Ups Wait for Approval

Need more help? For more information and assistance, please send an email to support@pippify.ai.

Last Updated: 10/19/2026