Teammate first reply time (avg)
Edited
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 that were first replied without AI involvement. |
Definition | Time between receiving the first inbound message and sending the first outbound reply without 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 without Copilot for all conversations, divided by the total number of first replies that did not use a suggested reply. |
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