| Measure | What it times | What it tells you |
|---|---|---|
| Average First Reply Time | The average time from the first email to the first reply in the conversation. A conversation is counted only when a mailbox in Show report for sent that first reply. If someone else sent it, the conversation is left out. | How long that first reply took, for conversations where a mailbox in Show report for sent it. |
| Average Overall Reply Time | How long your team takes to reply to every email: the first reply and all replies after it. | How efficiently your team handles the ongoing back and forth with a customer. |
Why is my First Reply Time higher than my Overall Reply Time?
Section titled “Why is my First Reply Time higher than my Overall Reply Time?”Average Overall Reply Time is a straight average: the time taken to reply to each email, added up, then divided by the number of emails for that agent or team.
If your First Reply Time is higher, it usually means your agent takes a bit longer to send the first reply. Once the conversation has started, they reply to the customer’s later emails more quickly.