Handle time (suggested reply)

Term name

Handle time (suggested reply)

Purpose

Track the time teammates spend drafting a message from a suggested reply before it is sent.

Definition

Time between taking over a suggested reply draft and sending it. Doesn't take business hours or shifts into consideration. Some exceptions apply.

The average is calculated by taking the sum of the time spent drafting a message from a suggested reply for all conversations, divided by the total number of replies that used a suggested reply.

Location & attribution

• Custom report

  • Line chart

  • Key metrics chart

• Suggested replies report

  • Key metrics chart

  • Suggested replies over time graph

  • Suggested replies by teammate table

FAQ

• See this article to learn more about the handle time metric.