Lead Response Time Calculator: Median, P90 & Coverage

How should you measure lead response time?

Measure elapsed minutes from a defined lead-arrival event to the first qualifying response. Report median and P90 alongside the mean, and show how many leads remain unanswered. Target attainment should use the entire eligible lead cohort so unanswered inquiries remain visible.

How to use this tool

1. Review the field definitions below and choose one reporting period or scenario.
2. Replace the example values in Enter your scenario. Follow the field format: plain numbers for numeric inputs, and the documented line or comma format for datasets.
3. Select Calculate results. Correct any highlighted field, then calculate again.
4. Review the result alongside the formulas and interpretation notes.
5. Select Download results CSV to save inputs, results and the method. Open it in your spreadsheet app. Reset example restores every default; reloading the page also restores the example.

Calculating and downloading a file use the values on this page. Configure and test your actual workflow using the linked setup guides.

Fields and defaults

Response durations in minutes

Comma-separated or one value per line. Use unanswered for each lead without a qualifying response. Up to 1,000 entries; durations 0–525,600 minutes. Plain decimal numbers only. Use elapsed durations, without names or contact details. Default: 1, 2, 3, 4, 5, 10, 15, 20, 60, unanswered.

Response target in minutes

Your chosen operational threshold, inclusive. This is a planning target, not an industry benchmark. Uses all eligible leads as the attainment denominator. Default: 5. Accepted range: 0–525600.

Formula and worked example

Mean = sum of answered durations ÷ answered leads; median = middle sorted value (or mean of the two middle values).

P90 = sorted answered duration at one-based rank ceil(0.90 × answered leads).

Response coverage = answered ÷ all leads × 100; target attainment = leads with duration ≤ target ÷ all leads × 100.

The ten illustrative leads include nine responses and one unanswered inquiry. Answered durations total 120 minutes: mean 13.33, median 5 and P90 60 minutes. Response coverage is 90%; five leads meet the five-minute target, so attainment is 50% of all ten leads.

Interpret the result

Choose whether a qualifying response means an automatic acknowledgment, a human attempt or a two-way conversation, and keep that definition consistent. Report different response types in separate cohorts.

Only answered leads enter duration statistics; unanswered leads stay in coverage and target attainment. An all-unanswered cohort has unavailable duration statistics, zero response coverage and zero target attainment.

These are elapsed minutes. For business-hours reporting, calculate business minutes upstream with the same timezone, holiday calendar and opening hours for every row. A small sample makes percentile values unstable; show its size and collection window.

Fix an input or download problem

Complete every required field and keep counts within the stated range. Related counts must describe the same cohort. If you change a value, calculate again to refresh the results. A zero denominator produces an unavailable rate.

The CSV button appears after a successful calculation. Check your browser's downloads list if the file is not immediately visible. Enable JavaScript for the interactive controls; formulas, examples and field definitions remain readable on this page.

Related definitions and setup

References

• Reproduce the response-time worked example
• Chirply lead follow-up setup

About these resources

Chirply publishes these explanations and planning tools to help teams define, test and measure their workflows. AI-assisted drafts are checked against the cited product references and documented formulas. Examples are illustrative. Read the review method, explore product capabilities or check current plans.

For a correction, email support@chirply.io with the page address and the specific detail.