Copilot reply time (avg)

Edited

Term name

Copilot reply time (avg)

Purpose

Track the time a customer has to wait before receiving a reply drafted by Copilot.

Definition

Time between receiving an inbound message and sending an outbound reply with Copilot, in a given conversation segment. Takes business hours and shifts into consideration.

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

Location & attribution

FAQ