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.

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