Total reply time (avg)

Term name Total reply time (avg)
Purpose

Total time your customer spent waiting for replies across the entire conversation. 

 

Example use case: Understand your customers' point-of-view and use it as a starting point to set incremental goals to reduce your customers' wait time and improve their experience.

Definition Sum of all reply times for archived conversation segments with at least one reply, that are currently archived. Previously called Resolution time in legacy Front analytics. Takes business hours into account.
Location & attribution
FAQ
  • This metric excludes auto-replies sent in Front via rules or vacation responders.
  • This metric may change depending on the report filters you have applied. If you filter for an inbox, for example, only the replies sent from that inbox would factor into Total reply time. Similarly, if you filter for a single day, only the replies sent on that day will be included. 
  • In case of multiple consecutive replies sent to the same inbound, only the first reply has a reply time calculated for it.
  • See this article for analytics use cases including this metric.
  • See this article for total reply time examples.
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