Response time

How fast you reply is most customers’ single biggest signal. Keloa tracks two clocks per conversation — first response and resolution — and surfaces both as percentile distributions in Analytics → Response time.

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The two clocks

Both clocks pause when the SLA policy says to (out-of-hours, waiting on customer). See SLA timers for the pause rules.

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Percentile cards

Top of the page:

• First response — median (P50) with a delta vs the previous window.
• First response — 90th percentile (P90) — the slowest 10% of replies.
• Resolution — median (P50).

Median tells you what most customers experience. P90 tells you the long-tail story — when P50 is good but P90 is awful, your bad days are catastrophic. Both numbers matter.

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Distributions

A histogram per clock with bucketed durations. The shape is informative:

• Tight peak around the median — consistent service.
• Long right tail — a small set of very slow tickets are dragging the average. Drill into them.
• Bimodal (two peaks) — typically AI vs human; the AI replies in seconds, human replies after the queue. Good signal that AI deflection is working.

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Breakdowns

Slice each chart by:

• Channel — webchat is usually fastest; email is slowest. If your email median is over 4 hours during business hours, a queue ritual is missing.
• Assignee — workload distribution. Wide variance is a sign of poor routing or one teammate carrying a backlog.
• Tag — “refunds always take 3 days” is a process problem, not a queue problem.
• AI vs human — quantifies how much the AI buys you. Most teams see AI medians in seconds and human medians in tens of minutes.
• Hour of day / day of week — when peaks land. A heatmap chart underneath shows volume by hour-of-week so you can spot the shift you’re under-staffed on.

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Hour-of-week heatmap

A 7-by-24 grid (Mon-Sun × 0-23h) coloured by conversation volume. Use it to plan staffing — if Tuesdays at 14:00 are your hottest hour, that’s the shift to cover first. Tap a cell to filter the page to that hour.

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SLA breach overlay

When you have an SLA policy configured (Business+), each percentile chart shows your target as a vertical line. P90 to the right of the SLA line means your top 10% are breaching — a clear signal to either staff up or relax the policy.

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Common interpretations

• First response P50 < 5 min, P90 > 1 hour — most customers see fast replies; a handful are stuck. Look at unassigned + low-priority queues.
• P50 jumps sharply between weeks — usually a staffing change. Cross-reference the agent breakdown.
• Resolution P50 high but first response P50 low — fast acknowledgements but slow follow-through. Often a knowledge or process gap, not a speed gap.

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Plan availability

Headline percentile cards and channel breakdown are available on every plan. The hour-of-week heatmap and SLA overlay are Business+ (paywall key advanced_analytics.use).

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