Reply time (teammate)

Term name

Reply time (teammate)

Purpose

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

Definition

Time between receiving an inbound message and sending an outbound reply without suggested or auto-replies, 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 without suggested or auto-replies for all conversations, divided by the total number of replies without suggested or auto-replies.

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 reply time metric.