Understand the Lead Response Time Report
Go to Reports > Lead Response Time, pick a date range, and click Run Report. Response time is measured from when a lead enters WorkZen until a team member claims it. The SLA target comes from the thresholds you set in Lead Settings.
Speed wins leads. This report tells you, in hours and minutes, how quickly your team actually picks up new leads, and who or what is slowing you down.
Run the report
Go to Reports > Lead Response Time. Pick a date range, choose a Group By, and click Run Report.
What the numbers mean
Four summary cards top the report:
| Card | What it counts |
|---|---|
| Avg Response Time | Average time from lead creation to claim |
| Within SLA | Share of leads claimed inside your SLA threshold |
| Response Rate | Share of leads that got claimed at all |
| Total Leads | Leads created in the range |
The SLA threshold is yours to define: it comes from the alert thresholds in Lead Settings, not from a number we picked for you.
The three tabs
- Overview: the Response Time Trend in Hours and the Response Time Distribution, so you can spot whether a slow average is a habit or a few outliers.
- Details: the Lead Response Details table with Lead Date, Lead Name, Source, Claimed By, Response Time, and SLA Status for each lead.
- Breakdown: Response Time by User and Response Time by Lead Source. The source view often surprises: a channel that delivers leads at night will look slow unless someone is on duty.
Who can see it
Users need the financial reports permission, which covers the whole Reports area. See roles and permissions.
Frequently Asked Questions
This article answers:
- How fast does my team respond to leads?
- How do I measure lead response time?
- What counts as within SLA in WorkZen?
- Which lead sources get the slowest response?