Reaction time (avg)
|Term name||Reaction time (avg)|
Track the average length of time for an action to be taken on a new conversation after a new inbound is received. This is a useful metric for teams with workflows where the first action taken on a conversation is a teammate manually assigning the conversation, or if your team has many conversations that are archived without a reply. Otherwise, we recommend focusing on First reply time (avg).
Example use case: A teammate is in charge of manually assigning conversations to relevant topic experts, and it’s critical that this assignment happens fast. Reaction time allows you to measure this.
|Definition||Average time it takes for a teammate to either assign/reassign a conversation to another teammate (not to self) upon a new inbound message, send a reply, or archive the conversation. Takes business hours into account. If the first action is a reply, it will be equal to Reply time (avg).|
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