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If you're really sure that you don't have more unanswered conversations, then i suggest to contact the support - this metric is known to be buggy sometimes.
P.S. be aware that numerous spam messages that you may receive on this site, also counts to response rate and time. I always write short response to spam messages (usualy it's FU) and then press report button. That way i keep my records at good shape.
thanks for your answer. I'll contact the support