---
title: "Response Time Monitor"
section: "Agent store — Customer Service — Ticket Management"
canonical_url: "https://leverge.ai/agents/customer-service/ticket-management/response-time-monitor"
category: "Customer Service"
process: "Ticket Management"
trigger: "Runs on a schedule"
publisher: "Ailoitte Technologies Private Limited"
---

# Response Time Monitor

Measure where response time actually goes across the queue — first reply, the gaps in the middle, and which hours of the week the team is quietly missing.

## At a glance

- Business function: Customer Service
- Process: Ticket Management
- Runs: runs on a schedule — Every Monday at 09:00
- Run cost: 7 credits
- Uses a knowledge base: no

## What it needs

- **Response timing export** (file upload) — One row per ticket with the reply timestamps. Timezone matters — say which one in the settings.
- **Targets** (form)

## How it works

1. Reading the timing export
2. Measuring against the targets
3. Writing the brief

## What it returns

- **Against target** (score)
- **Where the time goes** (written summary)
- **Stage by stage** (breakdown table)
- **Coverage across the week** (verification checklist)
- **Worst individual waits** (flagged exceptions)

---

Source: https://leverge.ai/agents/customer-service/ticket-management/response-time-monitor — Leverge