My actual average response time is sometimes less than my work hours response time. How is that possible?

This can happen if you receive AND respond quickly to an email where it is both received and responded to outside of work hours. That quick response gets recorded in the “actual” response time average, but not in the “work hours” response time average (because it was received and responded to outside of work hours, it is ignored from the “work hours” calculation).

So the fast response time brings down the overall average for “actual response time” but not for “work hours response time.” This can result in the average for “actual” becoming lower than the average for “work hours” response time.