Response Time

This term has a variety of meanings, but in a tech support setting generally denotes the amount of time it takes for the customer to hear back from an agent following a non-real time inquiry such as an email or a web form submission. This is different from “wait time” or “hold time,” which refers to time spent on hold by a caller. Response time also sometimes refers to the lag between sending a chat message to an agent and getting an answer back.

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