This is obviously a metric we are always trying to improve. An idea that came up is targeting problem teams with direct communications with suggestions and bumps of previous trainings they may have forgotten. Any other suggestions for ways to help teams continue bringing down their first reply time outside of a full re-training?
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Hi there! Cat here from the Front support team 
One possible option here could be to use Reply time goal rules: https://help.front.com/en/articles/3038464
Time goal rules (previously named SLA rules) are a commonly used tool to help businesses maintain a high standard for response times, and keep their customers happy. Whether you have internal response time requirements for your team, or external service-level agreements (SLAs) with your customers, Front will help you reach your goals.
Cheers,
Cat
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