Term name

First reaction time (avg)

Purpose

Track the average length of time for the first action on a new conversation. This is a useful metric if your workflow includes a teammate manually assigning as the first action of a conversation or if you have many conversations that are archived without a reply. Otherwise, we recommend focusing on First reply time (avg). 

Example use case: A teammate is in charge manually assigning new conversations to relevant topic experts. It’s critical that this initial assignment happens fast. First reaction time allows you to measure how quickly the assignments are happening.

Definition

Average time it takes for a teammate to assign/reassign the first inbound message of a conversation to another teammate (not to self), send a reply, or archive it. Takes into account business hours. It will always be equal to First reply time (avg) if the first action is a reply.

Location & attribution

• Team Performance report

  • Team Performance table - The time is attributed to the teammate who does the reaction.

FAQ

• Assignment actions taken by rules are not counted.

• Auto-replies sent via rules in Front are not counted.

• Archives on conversations with no replies are not counted. e.g. Archiving newsletters, notifications, etc.