RELATED IDEAS
Count auto-replies toward reply-time metrics
Problem
Auto-replies are not counted as valid replies in reply-time analytics, so teams that handle initial customer contact with automated responses cannot accurately measure their true first-reply performance.
Request
Add an option to include auto-replies when calculating first-reply and overall reply-time metrics, so automated responses can be credited as valid replies in analytics.
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ADMIN RESPONSENov 13, 2026
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