The current way response time is tracked is flawed and does not take into account "Up For Grabs". A sales rep can cherry-pick their leads all day by letting the leads that get assigned to them go "Up For Grabs" and never get dinged for not responding to them. Only the person who is doing their job and "grabbing" these leads gets hit with the response time - inflating their real response time and lowering their close rate.

This is a MAJOR FLAW in the tool and should be corrected.

A custom report for leads that went up for grabs by rep would suffice as a band-aide but one is not available currently. You can only see how many leads a person "Grabbed" - not - how many leads they let go "up for grabs".