First reply time (teammate)

Term name

Teammate first reply time (avg)

Purpose

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

Definition

Time between receiving the first inbound message and sending the first outbound reply without suggest 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 first reply that did not use suggested or auto-replies for all conversations, divided by the total number of first replies that did not use 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 first reply time metric.