Total reply time (avg)
|Term name||Total reply time (avg)|
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|