Average Reaction (Team performance report & Team tab)
Time it takes for a teammate to assign/reassign an inbound message to another teammate (not to self), send a reply, or archive.
(Note: This term is not displayed on the table by default. Click the 3 dots on the top right of the table to select to view it.)
|Calculation||Calculated using total reaction time of the teammate's conversations and dividing by the total number of reactions in these conversations.|
An inbound arrives at 10:00 AM, Charlie comments on it it at 10:05 AM, Jane archives it at 11:00 AM. Average reaction time will be 10 min and attributed to Jane.
How to reconstruct this metric with a Full event export
For a given teammate, filter rows to keep all lines with
Attributed to = teammate name
AND Reaction time is not empty.
Sum all Reaction time for those lines and divide it by the distinct count of Activity ID.