Metric Understanding

  • 12 February 2024
  • 3 replies

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What’s the difference between “Avg Response Time” and “Avg Total Reply Time” ?




Best answer by raymond_ching 12 February 2024, 15:38

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3 replies

Hi Abdur,

The average response time metric is calculated by dividing the average reply time by the number of responses in a conversation, thus giving you an average response per message. The average total reply time is similar, but will only take into account conversation segments that are currently archived.

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Thanks for the clarification.


What measurement/metric should I employ to gather the average response time of my team for each inbound email received in a specific inbox?

Hi Abdur,

I would suggest you use average total reply time, as that would take into account the customer’s perspective on how long they are waiting for a reply. This help center article can provide more context and examples: