First reply time (suggested reply)

Term name

First reply time (suggested reply)

Purpose

Track the time a customer has to wait for a first reply. This metric only includes conversations where the first reply was a suggested reply.

Definition

Time between receiving the first inbound message and sending the first outbound suggested reply, 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 first suggested reply for all conversations, divided by the total number of first 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 first reply time metric.