First reply time (avg)

Term name First reply time (avg)
Purpose

Track the average length of time a customer has to wait initially before they receive a reply from you. 

This is a customer point-of-view metric.

 

Example use case: It is vital for your company that all customers know their inquiry is being considered within 30 min, even if it takes several days to complete their request. First reply time is how you measure that initial 30 min.

Definition Average time it takes to send the first outbound reply of a conversation segment. Takes business hours into account.
Location & attribution
  • Overview report
    • Main metrics cards
    • Changes over time graph
    • Team list - Time is counted for the teammate who sent the first reply.
  • Team performance report
    • Main metrics cards
    • Teammates table - Time is counted for the teammate who sent the first reply.
  • Tags report
    • Tag details table - Time is counted for a tag if currently labeled with the tag.
  • Customer experience report
    • Customers table - Time is counted if the contact was a recipient at one point during the segment.
FAQ
  • Auto-replies do not count as a reply. 
  • See this article for analytics use cases including this metric.
  • See this article for total reply time examples.
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