What is the difference between Average Response Time (Actual) and Average Response Time (Work Hours)?

“Average Response Time (Actual)” is simply your actual, true average response time. In other words, we do not consider any set work hours.

“Average Response Time (Work Hours)” is the average response time within your set work hours (you can set your work hours in the settings area). In other words, we do not consider time elapsed outside of work hours. As a result, your “work hours” response time will usually be equal to or less than your actual average response time.

The only exception is 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.”