First response time (Avg)

First response time (Avg)

First response time (Avg)

Purpose

Keep track of how long it takes for customers to get a response from you for the first time. This is a metric that shows how quickly you acknowledge their inquiries.

Example use case: Even if it takes a few days to fully address their request, it's still important that they receive an initial reply within 30 minutes to let them know their inquiry is being considered.

Definition

The average amount of time it takes to reply to the first message in a conversation.

Note- this is considering the preset time in business hours.

Location & attribution

Overview report

  • Main metrics cards

  • Changes over time graph

  • Replies chart- every answer is shown at the specific time it belongs to.

    Teammates performance report

  • Main metrics card

  • Teammate's performance table - We measure the time based on when the teammate sent the first response.

    Tags report

  • Tags details table - If a conversation is tagged, we count the time it takes

    Conversation report

  • Conversation performance table - Counts the time it takes for a conversation to be responded to.

FAQ

  • Using automatic responses will not be picked as a reply.

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