FREE KIBI TOOL · For leads that came in while you were busy

# Lead response time audit

Measure median first response time, unanswered leads and after-hours coverage from your own lead timestamps. Free, with a sample to try.

## Measure the wait

Paste or choose a CSV with one row per lead and two columns: received_at and first_reply_at. Leave the reply blank if nobody answered. Your data stays on this device.

THE QUICK ANSWER

## We get Facebook leads while our sales team is busy. How do I tell who waited too long?

Take a recent batch and compare when each lead arrived with when someone first replied. Look at the median response time, the unanswered leads and the ones that arrived after hours. Pick one gap to fix before you buy more leads.

TRY IT STEP BY STEP

## How to measure your lead response time

Three Facebook lead examples · worked example

- ### Pull one batch of leads

Pick one source, such as Facebook Lead Ads, and one date range. Put the lead arrival time in received_at. Add the first team reply time in first_reply_at, or leave it blank if the lead is still waiting.

**Received** 5 November, 10:00 am

**First reply** 5 November, 10:10 am

- ### Keep the time zone with every timestamp

Use the full date, time and offset from UTC. The offset lets the tool compare real elapsed time and still tell whether the lead arrived outside local working hours.

**CSV example** 2026-11-05T10:00:00-05:00

**Offset in this example** −05:00

- ### Run the audit and look at who waited

The sample has two replies in 10 and 30 minutes. Its median is 20 minutes. The Friday evening lead is still waiting, so it counts under both unanswered and after hours.

**Median first reply** 20 minutes

**Unanswered** 1

**Arrived after hours** 1

## What should a lead response audit CSV look like?

Open this example in your spreadsheet. The first line is the header.

Scroll across the practice sheet to see every column.

Practice spreadsheet preview with column names and three example leads

| received_at | first_reply_at |
| --- | --- |
| 2026-11-05T10:00:00-05:00 | 2026-11-05T10:10:00-05:00 |
| 2026-11-06T14:00:00-05:00 | 2026-11-06T14:30:00-05:00 |
| 2026-11-06T18:30:00-05:00 | blank |

See the raw CSV text

```csv
received_at,first_reply_at
2026-11-05T10:00:00-05:00,2026-11-05T10:10:00-05:00
2026-11-06T14:00:00-05:00,2026-11-06T14:30:00-05:00
2026-11-06T18:30:00-05:00,
```

[Download the response-time sample CSV ↓](https://kibihq.com/resources/tools/lead-response-time-sample.csv)

## Where do I get the received and first-reply times?

Use the time the lead first reached you from a form, ad or inbox. For the reply, use the first time a person actually replied or called, depending on what your team agreed to measure. A note that someone was assigned the lead is a different event.

Put the times in two columns with the exact headers shown above. One lead goes on each row. Leave the second cell blank for an unanswered lead. Names, numbers and messages can stay in the original export. The audit only needs the two times.

Use a local timestamp and its actual offset for the date in question. For example, the sample’s −05:00 offset matches New York in November. If your export is in UTC, convert arrival times to the local offset first if you want the after-hours results to match your team’s clock.

## How do I read a lead response time report?

First response time is the time from arrival to the first reply. The median is the middle wait among replied leads after sorting them. With an even number of replies, the tool averages the two middle waits. A lead that is still waiting counts as unanswered and stays out of the median.

After hours means outside 9 am to 5 pm, Monday to Friday, using the local time in the arrival timestamp. Look at the unanswered count beside the median. Ten quick replies can look great while three weekend leads are still wondering if anyone saw their form.

Start with the oldest unanswered lead. Then run the same check for a second week using the same definition of a first reply. If Friday evening keeps coming up, give someone that shift or agree when the team will call back.

[See how to follow up with Facebook leads →](https://kibihq.com/resources/articles/facebook-lead-ads-follow-up/)

A LOOK INSIDE KIBI CRM

## Give the next lead a person and a callback

Pick one of the slow sources you found. Send a test enquiry through it, check who gets it and ask that person to plan a callback. Then use the same audit again after your next batch.

![Routing preview matching a 120k budget to Asha and a planned call.](https://kibihq.com/images/visuals/s06-routing-preview-desktop.webp)

A matching enquiry goes to Asha. Example setup.

TAKE IT INTO KIBI CRM

## Decide who gets the next lead.

Use Kibi CRM to assign the next enquiry and save the callback on the same record. Start with the leads still waiting. If you use several sources, audit each one separately.

[See how Kibi assigns new leads →](https://kibihq.com/features/routing/)

[Try lead assignment in Kibi](https://kibihq.com/start/?utm_content=lead-response-time-audit)

14-day trial · No card needed

## Good questions

### Should I count a Facebook lead confirmation as a first reply?

If you want to measure how fast a salesperson gets back to someone, use the first human reply or call. Keep automatic confirmations separate. Use the same rule for each row so the comparison is meaningful.

### Why was a row skipped in the response time audit?

Check that the row has exactly two cells and a valid received timestamp with a time zone. A reply may be blank. If you enter a reply, it must have a valid timestamp and cannot be earlier than the arrival.

### Can Kibi help if Facebook leads wait when the usual rep is away?

Kibi CRM can put connected leads into a shared enquiry list. Use lead assignment to give a teammate responsibility, then save a callback so it shows up in Today. Automatic routing rules are available on Team and Growth.

[Browse all free tools →](https://kibihq.com/resources/tools/)

Source: https://kibihq.com/resources/tools/lead-response-time-audit/