Response Time Report

Median 6h 20m, down from 9h 05m last week. Target is 4h, so still over. 📉 Who waits longest 1. External vendors - median 2.1 days 2. Your own team - 11 hours ⚠️ slower than customers 3. Customers - 3h 40m ✅ Still unanswered (oldest first) - Jules 9 days · conference organiser 6 days · Dana 5 days. Priority contacts - 2 of your 8 VIPs are over target this week: Ines (2 days), Priya (18h). Your median looks fine because volume is elsewhere. Pattern - replies bunch 08:00-09:30, then almost nothing until 17:00. Anything landing mid-morning waits a full day. One change for next week: a 15-min pass at 14:00. On this week's data that alone would have halved the median.