I posted 4 months ago and never got a response (pic attached).

the daily average response time report. Can some break down exactly what it’s calculated off of? 
 

I need to make sure I understand so I can coach my sales people. 
 

•  does it take into account only open conversations? 

• if a conversation is open and then closed does it count all of those responses too? 
   
• If we’re actively going back and forth with someone on IG is every response counted or just the initial? 
   
• if one lead slips through the cracks and goes beyond the 7 days and we respond in IG directly does that impact the time? 
•  
• is there any way to see this report on the desktop? 

any insight and help is appreciated

thanks