Response SLA

The Response tab measures how quickly your team gives brands a meaningful first reply when they ask for something in chat. Each night, Pax reads the day's brand conversations and picks out each question or request, called an ask. It then checks whether someone on your team actually answered it, and how long that took.

Beta

The Response tab is in beta. We're still fine-tuning how response times are measured, so these numbers aren't ready to be used for evaluating team performance yet.

You need access to SLA data to open this tab. See SLA overview.

Overview

  • See your median first response time, and the share of brand asks answered within 60 business minutes.
  • Compare brands by median response, % answered within 60 minutes, number of asks, and asks with no response.
  • Open the conversations where an ask got no response, and go straight to them.
  • See each team member's response count and times across all brands.
  • Review conversations Pax flagged for negative sentiment.

Screenshot: The Response SLA tab. (pending capture)

How responses are measured

  • Conversations. Pax reads the chat in each brand's main chat and brand channels, and in threads on records such as orders and tasks.
  • Asks. After each day ends, Pax reads that day's conversations and picks out each distinct question or request from the brand.
  • A meaningful response. An ask counts as answered only when a message from your team actually responds to it. Other team activity in the conversation afterwards doesn't count.
  • Business time. Response time only runs during your workspace-default operating hours, set in SLA settings. An ask that arrives when you're closed starts counting when you next open.
  • Target. The target is 60 business minutes, and the goal is to answer 90% of asks within it. The target can't be changed.
  • Late replies. If the answer comes on a later day, Pax keeps checking for 7 days. An answer that arrives late counts as answered, with its real response time, so it still misses the 60-minute target. An ask with no reply after 7 days stays under No Response.

Because Pax analyzes each day after it ends, a day's conversations show up on the tab after the nightly analysis has run. On the 24h period, recent asks may not appear yet.

Read the gauges

  • Median first response (min) — the typical time to a first meaningful response, in business minutes, against the 60-minute target. Lower is better.
  • Responded within 60m — the share of asks answered within 60 business minutes, against the 90% goal.

Brands table

The Brands table lists each brand's Median Response, Within 60m %, Asks, and No Response count. The footer shows how many asks were answered, the overall % within target, total asks, and total asks with no response. Select a brand's name to open its Brand Work Desk.

See asks with no response

  1. Select a brand's No Response count.
  2. The No response panel lists the conversations. Each one shows the brand and where the ask was made, when it was asked, and how much business time has passed.
  3. Select a conversation to open it.

Team table

The Team table shows responses for each 3PL team member across all brands. Whoever's message or reaction answered the brand first gets the credit. It lists each Team Member's Responses, Median Response, and Within 60m %.

The Team table always covers all brands. It isn't narrowed by the Brand filter.

Review negative sentiment

When Pax flags conversations where a brand seems frustrated, a Negative sentiment section appears above the gauges, showing how many conversations were flagged in the period.

  1. Select Negative sentiment to expand it.
  2. Each row shows the brand, the channel or thread, the day, Pax's summary of what went wrong, and a quote from the conversation.
  3. Select a row to open that conversation.

Pax cards

On the 24h period, Pax cards sit beside the gauges:

  • Answer followed by a brand name — a brand with asks that got no response, with its median response time and % within 60 minutes.
  • Unanswered asks — how many brand asks got no response, shown when no single brand stands out.
  • All caught up — every brand ask in scope got a first response.

Tips

  • Set your operating days and hours on the default tab of SLA settings. Otherwise, messages that arrive while you're closed, such as at weekends, can count against your response times. See SLA settings.
  • When you filter by brand, the trend and streak still cover all brands, and a note under them says so.
  • Since the tab is in beta, use it to spot conversations that need attention rather than to rate individual people.

Common questions

How is response time measured? Pax reads each day's brand conversations after the day ends and picks out each ask. For every ask, it finds the first message from your team that meaningfully responded, and measures the time in between. Only business time counts, based on your workspace-default operating hours.

What counts as an ask? An ask is a distinct question or request from a brand that Pax picks out of the day's conversation. An ask counts as answered only when someone on your team actually responds to it.

Why don't today's conversations show up on the Response tab? Pax analyzes each day's conversations after that day ends. They appear on the tab once the nightly analysis has run.

What happens if we reply the next day? Pax keeps checking unanswered asks for 7 days. A later reply counts as answered, with its real response time, so it still misses the 60-minute target. After 7 days with no reply, the ask stays under No Response.

Can I change the 60-minute response target? No, the 60-minute target is fixed. You can control which hours count by setting operating days and hours in SLA settings.

Who gets the credit in the Team table? Whoever on your team answered the brand first, with a message or a reaction. The Team table covers all brands.

Why is the Response tab marked beta? We're still fine-tuning how response times are measured, so the figures aren't ready to be used for evaluating team performance yet.