This is a sample audit of a made-up firm.
What waits
Maya · reply times
What waits
77% of the conversations Maya replied to got an answer within a day, 52% within the hour. 50 waited more than a week.
How fast conversations get an answer
1,332 conversations with a replyWithin an hour
69452%
1 to 4 hours
19415%
4 to 24 hours
13610%
1 to 3 days
17513%
3 to 7 days
836%
Over a week
504%
Where Site visit desk conversations end
234 conversationsVisit requestedSomeone else
30
Find a timeRuns on its own
39
Confirm with everyoneRuns on its own
104
Move the visitYou approve
32
Notes after the visitStays with you
30
41 of the 234 conversations are a single email. Single-email system notices end at their only step, so a tall bar on an alert step is expected.
Waiting is shown to find where the systems drop a request, not to grade anyone's speed. A conversation that never needed a reply is not counted here.