Why did my response time suddenly change in Crisp?
The Crisp help pages give 3 common reasons. The first to rule out: Replies from automations and AI count as responses, so response time can fall when more conversations get an automatic first reply.
What causes it?
Replies from automations and AI count as responses, so response time can fall when more conversations get an automatic first reply.
In the Crisp help:
The response can come from a human agent, automation, AI, or another operator origin.
Getting started with the Crisp Analytics, read 2026-11-12.Conversations closed without a reply have no response time, so they do not count toward the average.
In the Crisp help:
If a conversation is resolved without a response, no response time is calculated.
Getting started with the Crisp Analytics, read 2026-11-12.Resolution time keeps running until a conversation is marked resolved, so conversations left open longer can push it up.
In the Crisp help:
Resolution time is the delay between the first user message and the moment the conversation is resolved.
Getting started with the Crisp Analytics, read 2026-11-12.
How do I check it myself?
Compare unique conversations with total conversations for the same period to see how many were counted more than once.
In the Crisp help:
Unique conversations are counted once for the selected period.
Getting started with the Crisp Analytics, read 2026-11-12.Look at the automation reports to see how much work automations took on, which can explain a change in response time.
In the Crisp help:
Use these reports to understand whether Hugo, workflows, and other automations are reducing repetitive work.
Getting started with the Crisp Analytics, read 2026-11-12.
How does Crisp work with Feder?
- Connect Crisp to Feder and it joins your Experience apps.
- When you connect Crisp, Feder checks the connection straight away and shows Connected only when that check passes. If a reading cannot be taken later, Feder shows it as not read, never as zero.
Some numbers are too quiet to judge daily, such as a form filled in a few times a week. Until there is enough of your own history to judge a change, Feder says it is still learning and scores nothing, rather than guessing.
See whether you can trust the numbers in Crisp, one of your Experience apps. Feder only reads. It never changes anything in Crisp.
What else goes wrong with these numbers?
- Why am I getting fewer customer ratings in Crisp?Crisp
- Why did my Crisp conversation and message counts suddenly jump?Crisp
- Why did Google Analytics stop collecting data?Google Analytics
- Why aren't my key events showing in Google Analytics?Google Analytics
- Why does Google Analytics show (not set)?Google Analytics
See every question.
Where do these answers come from?
Every cause and check on this page comes from the Crisp help pages, quoted above with the date we read them. Last reviewed 2026-11-12. We read them again by 2027-11-12. If one changes, this page changes or comes down.