ChirplyWhy report response coverage alongside response time?
Response duration describes leads that received a qualifying response. Coverage describes how much of the eligible cohort received one. Reporting both keeps unanswered leads visible and prevents a fast answered subset from being mistaken for fast handling of every inquiry.
A team wants to review a five-minute response target. The target is an illustrative operational choice, not a performance benchmark. The sample has nine answered inquiries and one unanswered inquiry, so it can demonstrate both duration statistics and complete-cohort reporting.
Dataset and download
Download example CSVOpen the CSV in a spreadsheet and keep the original as a reference. Make a working copy for your own review. Downloading saves a local file; it leaves your CRM and communication settings unchanged.
| lead_id | elapsed_minutes | response_definition | data_type |
|---|---|---|---|
| LEAD-1 | 1 | first human response attempt | synthetic |
| LEAD-2 | 2 | first human response attempt | synthetic |
| LEAD-3 | 3 | first human response attempt | synthetic |
| LEAD-4 | 4 | first human response attempt | synthetic |
| LEAD-5 | 5 | first human response attempt | synthetic |
| LEAD-6 | 10 | first human response attempt | synthetic |
| LEAD-7 | 15 | first human response attempt | synthetic |
| LEAD-8 | 20 | first human response attempt | synthetic |
| LEAD-9 | 60 | first human response attempt | synthetic |
| LEAD-10 | unanswered | first human response attempt | synthetic |
Field definitions
- lead_id
- One eligible inquiry in the fixed cohort. Real reports need a consistent duplicate and re-entry rule.
- elapsed_minutes
- Elapsed time from arrival to the first human response attempt. unanswered preserves a lead with no qualifying response by the reporting cutoff.
- response_definition
- The event that ends the clock. Automatic acknowledgments, human attempts and two-way conversations are different events.
- data_type
- Every row is invented for instruction.
Reproduce the method
1. Define the clock and cohort
Choose a reporting cutoff and a lead-arrival event. This example uses elapsed minutes to the first human response attempt. Keep after-hours inquiries in the cohort. If your operational target uses business hours, calculate business minutes upstream using a declared calendar and timezone.
2. Keep unanswered inquiries
Load all ten CSV rows. Nine have numeric durations; one remains unanswered. Keep all ten in the denominator for response coverage and target attainment. Duration statistics use the nine numeric values because an unanswered lead has no completed response duration.
3. Sort and calculate
The sorted durations are 1, 2, 3, 4, 5, 10, 15, 20 and 60. The fifth value is the median. The nearest-rank P90 uses ceil(0.90 × 9) = 9, so it is the ninth value. Sum the durations and divide by nine for the mean.
4. Reproduce and inspect exceptions
Open the lead response calculator and use Reset example. The target defaults to five minutes. Calculate results, compare against the values below and download the CSV. Review the slow and unanswered examples with the responsible owner before changing routing or staffing.
Expected results
- Ten eligible leads; nine answered and one unanswered; response coverage 90%.
- Answered durations total 120 minutes. Mean 13.33 minutes, median 5 minutes and nearest-rank P90 60 minutes.
- Five of all ten leads meet the inclusive five-minute target: 50% target attainment.
Interpret the result
The mean is higher than the median because the 60-minute response pulls the average upward. Both are correct descriptions of this sample.
A P90 from nine answered leads is sensitive to one record. Always show the sample size and compare equivalent cohorts before describing a trend.
For real operations, separate automatic acknowledgment, human response attempt and successful contact. A fast acknowledgment can coexist with a slower human response; report each under its own label.
Troubleshooting
The reported target rate seems unusually high
Check whether unanswered leads were removed from the denominator or whether only business-hours inquiries were selected. Document the cohort before comparing teams.
A duration is negative or unexpectedly large
Inspect event order, timezone conversion, duplicate ingestion and the cutoff. Preserve an exception record rather than silently converting a malformed duration to zero.
If the CSV does not appear immediately, check your browser's downloads list. Import it as UTF-8 with comma-separated fields if your spreadsheet opens it in one column.
Questions about this example
Should unanswered leads be assigned zero minutes?
Keep them labeled unanswered. Zero minutes is a completed immediate response and would produce a different, misleading duration statistic.
Is five minutes the required target for every business?
Choose a target that fits your channel, hours and service promise. Five minutes is the editable default for this demonstration, not a universal benchmark.
Sources and next steps
- Run the response-time calculator
- Build a lead follow-up workflow
- Understand lead response time
- Plan follow-up capacity
The methodology and synthetic rows were authored for this resource and checked against the linked definitions and product guides. Product setup and provider conventions remain documented at their sources. Cite this page's address and review date when sharing the exercise; keep the synthetic-data label with copied rows.