Metric Understanding

Forum|Forum|2 years ago
February 12, 2024
3 replies
238 views

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

Best answer by raymond_ching

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.

R

raymond_chingAnswer

Fronteer

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.

abdur_siddiquiAuthor

Conversationalist

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?

R

raymond_ching

Fronteer

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: https://help.front.com/en/articles/2408

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