Term name

Reply time (avg)

Purpose

Track the average length of time a customer has to wait before they receive a reply from you. This is a customer point-of-view metric.

Example use case: It is vital for your company that all customers know that their inquiry will be answered within 2 business hours. Reply time (avg) is how you ensure that this standard is met.

Definition

Average time it takes for an outbound reply to be sent to an inbound conversation segment. Takes business hours into account.

Location & attribution

• Overview report

  • Main Metrics cards

  • Changes Over Time graph

  • Replies chart - Each reply is reflected in the time range it corresponds to

  • Team list - Time is counted for the teammate who sent the first reply

• Team Performance report

  • Main Metrics cards

  • Team Performance table - Time is counted for the teammate who sent the reply.

• Tags report

  • Tag Details table - Time is counted for a tag if currently labeled with the tag.

• Customer Satisfaction report

  • Contacts table - Attributed to the contact(s) involved in the conversation.

  • Accounts table - Attributed to the account(s) involved in the conversation.

• Workload report

  • Key metrics chart

  • Workload over time graph

  • Efficiency chart

FAQ

• In cases with multiple outbound replies sent to the same inbound, only the first reply is taken into account when calculating reply time. Therefore, only the reply time for the first outbound reply is recorded in the Response time field in analytics exports.

• Auto-replies are not considered replies in Front and do not count towards reply times

• Inbound messages without outbound replies do not count towards reply times.

• See this article for analytics use cases including this metric.

• See this article for total reply time examples.