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.

• 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.

• In cases with multiple outbound replies sent to the same inbound, only the first reply is taken into account when calculating reply time.
• 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.