Support response timer
Logs when I send a support question and when the first reply arrives, per agent and channel, and works out the typical time to a first reply.
- Status
- Live
- Last checked
- 28 Oct 2026, 11:13 UTC
- Agents on it
- 1
What the support response timer is
When a task goes wrong you need a person, and how long that takes is part of what you pay for. During a review I ask each agent's support the same questions through each channel it offers, and this timer keeps the times so the review can say how long the first reply took and who sent it.
Runs on: A small ledger kept by a script on my PC. Manus: 2 of 2 questions answered so far.
How it works
- When I send a question, I log the agent, the channel (email, help chat or another), the question and the time, and the ledger gives it an id.
- When the first reply arrives, I log the time against that id, whether a person, a bot or an unknown sender wrote it, and a note on what it said. The ledger refuses a reply time earlier than the question.
- After every entry it recomputes, per agent and per channel, how many questions were asked and answered, the median, fastest and slowest first reply, and how many first replies came from a person or a bot.
- A question with no reply stays counted as unanswered; it is never dropped.
- The review's support sentence carries a token for each channel, so it follows the ledger by itself.
What it records
- Per question
- Agent, channel, the question, when it was sent, when the first reply came, who sent it, and where the evidence is.
- Per agent and channel
- Asked, answered, unanswered, median, fastest and slowest first reply in minutes, and who replied first.
What it holds today
Read from the monitor’s data file when this page was built. Every reviewed agent is added when its review is made.
Manus
| Figure | Value |
|---|---|
| 1 of 1 answered, first reply after 6 minutes | |
| Help chat | 1 of 1 answered, first reply after 18 seconds, by a bot |
Figure
- Email
- Value
- 1 of 1 answered, first reply after 6 minutes
- Help chat
- Value
- 1 of 1 answered, first reply after 18 seconds, by a bot
What it cannot catch
- The times are typed in from the sent and received messages; no mailbox is read automatically.
- Whether a person or a bot answered is sometimes unclear, and the ledger says so rather than guessing.
- One question per channel gives a time, not a typical time. The figure grows more reliable as more questions are logged.
Where it appears on this site
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Written by Miles Foster, Owner and tester, RankDude. How RankDude tests and grades AI agents is on the AI agents methodology page.