Tracking Lead Response Time - Min/hours

How are people tracking this? I'm genuinely curious. If we should have our sales team aim for under 5 min, how will we track without going into each individual lead.

Hi Rebecca, 

Unfortunately, Sell doesn't have a built-in functionality for tracking Lead Response Time directly. A possible workaround here might be manually tracking or using the Reports feature in combination with custom fields and timestamps to monitor this data.

Here's a simple method you can follow - You will need to adjust based on your specific needs.  

1. Create a `Lead contacted date/time` custom field:
   - Go to `Settings`.
   - Select the `Customize` tab, then choose `Leads`.
   - Click on `Add a custom field` button.
   - Name the field (e.g., `Lead contacted date/time`).
   - Set the field type to `Date and Time`, then save.

2. Update this custom field with the date/time when a lead is contacted.

3. Use the `Reports` feature:
   - Go to the `Reports` tab.
   - Click on `New Report`.
   - Set the report type to `Leads`.
   - Under `Columns`, add your `Lead created at` and `Lead contacted date/time`. You may also choose other attributes based on your preference.
   - In `Filters`, add the necessary filters (e.g., Lead source, status, or owner).
   - Click on `Save and Run Report`.

Now, you need to calculate the difference between `Lead created at` and `Lead contacted date/time` outside of `Zendesk Sell`. This will represent your Lead Response Time. You can export this report to a CSV file and do the calculation in an external tool like Excel or Google Sheets.

**Remember, the above-mentioned method requires considerable manual work and might not be suitable for a big number of leads.** For a more automated solution, you might need to leverage APIs (if you have technical resources) or consider third-party tools and services that can provide this functionality.