Reaction time (avg)

Term name Reaction time (avg)

Track the average length of time for an action to be taken on a new conversation after a new inbound is received. This is a useful metric for teams with workflows where the first action taken on a conversation is a teammate manually assigning the conversation.


Example use case: A teammate is in charge of manually assigning conversations to relevant topic experts, and it’s critical that this assignment happens fast. Reaction time (avg) allows you to measure this.

Definition Average time it takes for a teammate to either assign/reassign a conversation to another teammate (not to self) upon a new inbound message or send a reply. Takes business hours into account. If the first action is a reply, then reaction time will be equal to reply time.
Location & attribution
  • Team Performance report
    • Team Performance table - The time is attributed to the teammate who performs the reaction.
  • Tags report
    • Tag Details table - Time is counted for a tag if currently labeled with the tag.
  • This metric excludes auto-replies sent via rules in Front.
  • Assignment actions taken by rules are not counted.
  • See this article for more examples in of this metric in action.
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  • Does moving a conversation to another folder count as a "reaction" (meaning a team member manually drags a conversation over to another folder), no manual new assignment

  • Allie Huang Hi Allie 🙂 If you drag a conversation into another inbox to move it, then this would not count as a reaction, since this is just changing the location of the conversation, not designating a new assignee

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