Copilot first reply time (avg)

Term name

Copilot first reply time (avg)

Purpose

Track the time a customer has to wait for a first reply. This metric only includes conversations that were first replied with Copilot.

Definition

Time between receiving the first inbound message and sending the first 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 first reply drafted by Copilot for all conversations, divided by the total number of first replies that used a suggested reply.

Location & attribution

• Copilot report

  • Key metrics chart

  • Copilot over time graph

FAQ

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