1 min read
Interpret first reply, average reply and waits
Understand what the timings measure in conversation history.
Before you start
- Have the Service audit module enabled and access to Team.
- Have an available number to review.
Step by step
Open View details on an evaluation.
Read First reply as the time between the first considered customer message and the company’s first subsequent reply.
Compare Average reply and Waits over 1h against the Hub history.
Check your result
You interpret timings using the calculation’s definitions.
What you need to know
- Consecutive customer messages form a series; waiting starts at the first message in that series.
- Waits over 1h include series answered after an hour and unanswered series already exceeding that limit.
- The calculation does not subtract non-business hours and uses loaded messages, which may not include the entire older history.