Track the average 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 (avg) is how you ensure that this standard is met.
Definition
Average time it takes for an outbound reply to be sent to an inbound conversation segment. Takes business hours into account.
In cases with multiple outbound replies sent to the same inbound, only the first reply is taken into account when calculating reply time. Therefore, only the reply time for the first outbound reply is recorded in the Response time field in analytics exports.
Auto-replies are not considered replies in Front and do not count towards reply times
Inbound messages without outbound replies do not count towards reply times.
See this article for analytics use cases including this metric.