Reply time (avg)
|Term name||Reply time (avg)|
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||