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Kam
Kam
Conversationalist
June 25, 2025
Question

Team Performance Analytics

  • June 25, 2025
  • 1 reply
  • 144 views

In reviewing the team performance analytics, I noticed that the average Reply Time and First Reply Time are not displaying for a particular team. I'm unsure why this is happening. It could be related to how the team is handling responses (possibly archiving messages before replying), but I’m not certain. I’d appreciate any insight into what might be causing this.

 

 

    1 reply

    PhoebeatFront
    PhoebeatFront
    Fronteer
    June 26, 2025

    Hey Kam! 

    Phoebe with the Front team here. If you’re seeing a null value for reply time and first reply time, there are a few possible explanations. 

    1. These messages might not be replies. If these messages get sent out as intitial outreaches, or if the user has reply in new conversation enabled, they won’t be given a value for reply time, since they’re not replies. 

    2. Teammates are sending these messages outside of business hours or outside of their shift, in which case a reply time won’t be counted. 

    3. These replies might be sent by rules or a macro, in which case they will not be counted in Analytics. 

    It sounds like you already wrote into our team and found that it was #1 :-) 

    -Phoebe, Senior Customer Support Specialist @ Front
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