Total reply time examples in Analytics

Overview

In Front Analytics, the Total reply time metric is how long it took your team to resolve an issue with a customer, as it measures the total amount of time they waited for responses from you after sending you messages. Keep in mind that this time may change if the customer continues to write back and you continue to answer. Here are some common examples you might encounter.


Total reply time examples

Example 1: Reply & archive

Order of events:

  1. Inbound from customer
  2. Outbound reply using Send & Archive from Front

Total reply time: Time between 1 → 2

Example 2: New outbound, customer reply, & archive

Order of events:

  1. Compose new outbound from Front
  2. Inbound reply from customer
  3. Outbound reply using Send & Archive from Front

Total reply time: Time between 2 → 3

Example 3: Archive customer's "Thank you"

Order of events:

  1. Inbound from customer
  2. Outbound reply from Front
  3. Inbound “Thank you” from customer
  4. Archive in Front

Total reply time: Time between 1 → 2, because there was no reply on the final archive and total reply time is the sum of the response times.

Example 4: Reply & snooze

Order of events:

  1. Inbound from customer
  2. Outbound reply from Front
  3. Inbound reply from customer
  4. Snoozed in Front

Total reply time: Time between 1 → 2, because there was no response from Front between the inbound from customer and the snooze. Total reply time is the sum of the response times.

Example 5: Reply from non-assignee & archive by assignee

Order of events:

  1. Inbound from customer
  2. Assigned to Teammate A in Front
  3. Teammate B sends outbound reply from Front
  4. Teammate A archives in Front

Total reply time: Time 1 → 3, because the total reply time is the sum of the response times. Attributed to Teammate A only because the final event is the archive action.

Example 6: Different teammates reply

Order of events:

  1. Inbound from customer
  2. Assigned to Teammate A, who sends outbound reply and archives
  3. Inbound reply from customer, which causes conversation to unassign
  4. Teammate B sends outbound reply using Send & Archive from Front

Total reply time: (1 → 2) + (3 → 4), again only attributed to Teammate B. Attributed to Teammate B only because the final event is the archive action.


No reply time examples

Example 7: No reply & archive

Order of events:

  1. Inbound from customer
  2. Archive in Front

Total reply time: None, because no reply from Front.

Example 8: Reply & no archive

Order of events:

  1. Inbound from customer
  2. Outbound reply from Front

Total reply time: None, because not archived.

Example 9: New outbound & archive

Order of events:

  1. Compose new outbound from Front
  2. Inbound reply from customer
  3. Archive

Total reply time: None, because no reply from Front.

Example 10: Snooze expires

Order of events:

  1. Inbound from customer
  2. Outbound reply from Front
  3. Inbound reply from customer
  4. Snoozed in Front
  5. Snooze expires

Total reply time: None, because conversation is not archived.

Example 11: Teammate reopens

Order of events:

  1. Inbound from customer
  2. Outbound reply and archive in Front
  3. Teammate reopens (unarchives)

Total reply time: None, because conversation is not archived anymore.

Example 12: Reply too late

Order of events:

  1. Inbound from customer
  2. Outbound reply using Send & Archive from Front
  3. Inbound reply from customer
  4. Inactivity time passes
  5. Outbound reply from Front

Total reply time: None, because the inactivity time has passed. 5 now counts as a new outbound message in a new conversation segment.

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