Reaction Time

Term: Reaction Time
Meaning Time it takes for a teammate to assign/reassign an inbound message to another teammate (not to self), send a reply, or archive it. This is what helps to calculate the Average reaction and first reaction columns in the Team table of the Team tab.

Team tab

Calculation N/A
  • Follows business hours and shifts
  • There is no reaction time for new outbound messages because you are not reacting to an inbound message.
  • The analytics track each teammate who replies in a conversation, regardless of the official assignee of the conversation. If a conversation is assigned to Mary, but Sophia responds because she is unavailable, Sophia will get a reaction and a response time.
  • Snoozing does not impact reaction or response times. The reaction and response timers continue as normal regardless of whether you snooze the message or not.
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