{"status":"ok","data":{"status":"ok","tested_at":"2026-11-04 14:02:45","analyzedConversations":776,"averageResponseTime":"00:23:26","medianResponseTime":"00:13:48","distribution":[{"Time":"< 1 min","Percentage":"16%","Delta":"+3%"},{"Time":"1-5 min","Percentage":"9%","Delta":"+3%"},{"Time":"5-15 min","Percentage":"29%","Delta":"+10%"},{"Time":"15-30 min","Percentage":"26%","Delta":"-2%"},{"Time":"30-60 min","Percentage":"13%","Delta":"-9%"},{"Time":"1-3 hours","Percentage":"5%","Delta":"-4%"},{"Time":"3+ hours","Percentage":"1%","Delta":"-2%"}],"within":[{"Time":"15 min","Percentage":"55%"},{"Time":"1 hour","Percentage":"94%"},{"Time":"3 hours","Percentage":"99%"}],"basis":"office hours (ma-vr 09:00-17:00)","wallClock":{"averageResponseTime":"04:01:29","medianResponseTime":"00:22:29","distribution":[{"Time":"< 1 min","Percentage":"1%","Delta":"+0%"},{"Time":"1-5 min","Percentage":"9%","Delta":"+4%"},{"Time":"5-15 min","Percentage":"26%","Delta":"+9%"},{"Time":"15-30 min","Percentage":"23%","Delta":"-2%"},{"Time":"30-60 min","Percentage":"13%","Delta":"-6%"},{"Time":"1-3 hours","Percentage":"9%","Delta":"-1%"},{"Time":"3+ hours","Percentage":"20%","Delta":"-3%"}],"within":[{"Time":"15 min","Percentage":"36%"},{"Time":"1 hour","Percentage":"71%"},{"Time":"3 hours","Percentage":"80%"}]},"period":{"days":30,"from":"2026-10-05","to":"2026-11-04"},"definition":"E-mail tickets started by a customer; time from their first message to the first reply written by a person. Internal notes, workflow steps, status changes, automatic replies and conversations nobody answered (machine mail) are not counted. The main figures count only the time inside office hours (ma-vr 09:00-17:00); wallClock has the same tickets by the clock. Delta = change against the 30 days before."}}