How to use this calculator
- Enter or choose response times (one per line or comma-separated).
- Enter or choose times are in.
- Enter or choose response target.
- The median response time updates as you type. Use Copy result or Share to keep it.
Method
Median = middle value of the sorted times; Mean = Σ times ÷ n; P90 = value at rank ⌈0.9 × n⌉ (nearest-rank); Within target = leads with time ≤ target ÷ n × 100
- n
- number of leads
- Target
- your first-contact service level, in the same unit as the times
Worked example
- Sorted: 3, 5, 8, 12, 15, 30, 45, 60, 120, 240.
- Median = (15 + 30) ÷ 2 = 22.5 minutes; mean = 538 ÷ 10 = 53.8 minutes.
- P90 = 9th of 10 values = 120 minutes; 8 of 10 leads are within 60 minutes = 80%.
The typical lead is answered in 22.5 minutes, but the average is 53.8 because a few leads wait two hours or more; 80% are within an hour.
What the result means
When the mean is far above the median, a few neglected leads drive the average: look at out-of-hours routing and unassigned queues. Results are in the same unit as the times you paste.
Assumptions and limits
- Times are measured from lead creation to first real contact, in one unit.
- Product names such as Salesforce are trademarks of their owners. This calculator is independent, is not affiliated with or endorsed by any CRM vendor, and uses only the figures you enter.
- Clock time is used; times spanning nights and weekends are not converted to business hours.
- Leads never contacted must be excluded or given a time; this calculator cannot see them.
Questions
Why report the median and not just the average?
Response times are skewed: one lead left over a weekend can double the average. The median shows the typical experience; the percentile shows the tail.
What counts as first response?
Define it once, for example the first call or personal email logged against the lead, and exclude automated acknowledgements.