First reply time (avg)
|Term name||First reply time (avg)|
Track the average length of time a customer has to wait initially 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 their inquiry is being considered within 30 min, even if it takes several days to complete their request. First reply time is how you measure that initial 30 min.
|Definition||Average time it takes to send the first outbound reply of a conversation segment. Takes business hours into account.|
|Location & attribution||