Having come from a crm that does this better, its very annoying to us that response time isnt triggered from when the call is started vs when the calls logging is finished. Every single day our data is skewed when the rep takes a lead and makes a 20 minute phone call that gets logged as a 20 minute follow up time period vs a 1 minute. essentially the longer the first call, the worse the number looks. Or we as managers have to complete the call inaccurately to stop the clock when passing them. Easy solution, the time period is from when the click to call action is started vs when the note is completed.