First reply time

Term name

First reply time

Purpose

Track the 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

Time between receiving the first inbound message and sending the first outbound reply in a given conversation segment. Takes business hours and shifts into consideration.

Location & attribution

• Custom report

  • Line chart

  • Key metrics chart

  • Pie chart

  • Histogram chart

• Customer satisfaction report

  • Customer satisfaction details table - Attributed to the teammate, contact, or account involved in the conversation.

• Resolution report

  • Key metrics chart

  • Resolution over time graph

  • Resolution by tag table

• Tags report

  • Tag details table - Time is counted for a tag if currently labeled with the tag.

• Team performance report

  • Main metrics cards

  • Team performance table - Time is counted for the teammate who sent the first reply.

• Workload report

  • Key metrics chart

  • Workload over time graph

  • Efficiency chart

• Overview report

  • Main metrics cards

  • Changes over time graph

  • Replies chart - Each reply is reflected in the time range it corresponds to

  • Workspace list - Time is counted for the teammate who sent the first reply.

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.