Response times within AXP are exclusively calculated based on replies to text messages and file messages. Any other message types, such as service orders or requests, are not included in response time calculations.
This means that when a user replies to a non-text message type, such as a service order update or a request submission, it will not impact the response time metrics recorded in the system. As a result, the response KPIs reflected in conversation reports remain unaffected by these interactions.
By focusing solely on text-based communication and file exchanges, the platform ensures that response time calculations are consistent and accurately measured, aligning with key performance indicators (KPIs) for guest engagement and operational efficiency.