Win with speed.
Five moments from the first email to the service report.
Completed measurementsLast 7 days
Select a metric to see its details · Averages, lower is fasterTargets are proposed
Trend, completed cases and current backlog
Case records
Waiting now
Behind the numbers
Evidence quality, visible alongside speed.
How these five metrics are measured
The big numbers are averages. We add up the measured time and divide by the number of completed measurements in the last 7 days. Lower is faster. The homepage uses these same numbers; the comparison shows the change from the previous 7 days when enough history is available.
We count working time. Monday–Friday, 8 a.m.–6 p.m. Chicago time. Nights and weekends do not count; weekday holidays currently do. One business day equals 10 working hours. For example, Friday at 5 p.m. to Monday at 9 a.m. is 2 business hours.
1. First response
Time to our first reply when the customer starts the conversation. Their first email must come before any staff message recorded on the ticket. If we had already written—for example, to arrange a PM—the customer’s reply belongs under follow-up. Measured in business hours.
2. Follow-up response
Time from each customer email in an ongoing conversation to the next human reply. This includes the first customer email when staff had already written. Each email gets its own timer: two customer emails before one reply count separately and can have different response times. We average the eligible business-hour measurements answered in the last 7 days.
3. Time to schedule
Time from the request to the ticket’s first entry into Booked. The request starts at ticket creation or the first customer email, whichever came first. If Booked was skipped, we use the first visit day. Measured in business days, for non-routine service only.
4. Time to on-site
Time from that same request to the first visit day. We use the earliest timesheet date, or the service-request date if there is no timesheet, starting that day at 8 a.m. This is an estimate: travel time can make it look earlier than the actual visit. Measured in business days, for non-routine service only.
5. Report turnaround
Business days the ticket spends in Awaiting FSE Close Out. If it returns to that stage, we add up each stay. Time in other stages does not count. Each ticket counts once, however many reports it contains. The 7-day average includes tickets that last left the stage during that period and are no longer there. This measures the closeout work, not confirmation that the report reached the customer.
Which emails count? Both the customer email and our reply must be before the first Booked entry. If the ticket never entered Booked, we use the start of its planned date period instead. A reply at or after that cutoff is left out entirely, even if the customer wrote earlier. If neither date exists, no date cutoff is applied. Leaving Booked does not restart the clock. These rules apply to both email metrics, their trends and comparisons. See Excluded after cutoff for the removed rows and timestamps.
What Wyatt can see. First and follow-up are determined from the message history recorded in Wyatt. Internal notes and automated sends do not count as staff replies. A direct Gmail reply without service@ can be missed. A historical reply forwarded into Wyatt later can appear slower than it really was.
Waiting on Customer pauses two clocks. We subtract it from time to schedule and time to on-site only where the wait overlaps that ticket’s request-to-booking or request-to-visit period. Later waits cannot reduce a completed measurement. Waiting on Sales and Awaiting Parts still count.
Open work stays separate. Waiting now shows unfinished work and does not enter the completed averages. For reports, missing stage history appears under Check history; a ticket that never entered FSE closeout has no report measurement.
What’s included. Service tickets created since June 1, 2026, including routine service and intake emails. Scheduling and on-site cover non-routine service; report turnaround covers service tickets that entered FSE closeout. Templates, hidden subtasks and identified test records are left out. The 7-day window uses each measurement’s completion date; Waiting now includes older unfinished tickets in this scope. The chart shows eight weeks of averages.
Proposed goals: first response within 2 business hours; follow-up within 4 business hours; scheduling within 1 business day; on-site within 5; report turnaround within 2.