Assigned-to-Reply metric

Problem: Currently, Front's built-in "Reply Time" measures the duration from when an inbound message arrives to when the outbound reply is sent. While this provides a strong customer-wait-time perspective, it does not accurately measure individual teammate performance or response efficiency once a ticket is assigned to them.

In many workflows, messages sit in unassigned inboxes or are routed through triage teams before being handed off to a specific agent. Measuring response time from initial arrival penalizes the assigned teammate for time the message spent waiting to be assigned.

Requested Solution: Add a native metric in Analytics/Reports that measures "Time to Reply from Assignment" (or "Assigned-to-Reply SLA").

Specifically, this metric should calculate:

• Start timestamp: The moment a conversation/message is assigned to a teammate.

• End timestamp: The moment that assigned teammate sends their outbound response.

Value / Business Impact:

• Accurate Teammate SLAs: Evaluates agent efficiency fairly without skewing metrics based on triage delay.

• Better Operations Insights: Helps distinguish whether response delays are happening at the routing stage or at the individual agent level.

• Reduces Manual Workaround: Eliminates the need to export CSV conversation logs and manually cross-reference assignment event timestamps outside Front.