Response time is how fast the AI first replies to a new lead — the whole point of the product is that it's near-instant, 24/7. Booked counts leads that reached “ready to book” or “booked.” Stalled leads went quiet through both follow-up intervals and were automatically parked — the system stopped messaging them to protect the client's reputation. Anything in needs human is waiting on the owner (a sensitive or complex message the AI correctly refused to handle).