Reply time
Term name | Reply time |
Purpose | Track the length of time a customer has to wait 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 that their inquiry will be answered within 2 business hours. Reply time is how you ensure that this standard is met. |
Definition | Time between receiving an inbound message and sending an outbound reply in a given conversation segment. Takes business hours and shifts into consideration. |
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