Add a new idea Subscribe
Status Backlog
Categories Existing metrics
Created by Guest
Created on May 8, 2025

RELATED IDEAS

Add average reply time and first reply time to Time goals analytics report

Hello,

Time goals analytics report is only displaying the score against reply time and first reply time goal. I would like to have displayed for each the average reply time and first reply time included in the time goals analytics report for each SLA. I can't use the team performance report with FRT and RT since it is not excluding some conditions set up at SLA level.

  • ADMIN RESPONSE
    Jul 30, 2025

    Your idea is now live and open for voting.

  • Attach files
  • Admin
    Laurent Meyer
    Jul 30, 2025

    Hello Murielle,

    Sorry for my late reply. I understood your request the wrong way initially. Let me add this feature request to the backlog.

    In the meantime, you can add a tag action in you SLA rules and check the desired metrics in the Tags report:

    Best regards,

    image.png
    image.png
    Open full size
    image.png
    Reply
  • Guest
    May 20, 2025

    Hello Laurent, sorry I don't understand your explanation which please apologize. What I would like to see for each reply time goal the average First reply time and Average reply time. Actually I can only have the % of conversations that met each of the SLA goal but not the average first reply time and average reply time for each %. Thank you Kind regards Murielle


    Time goals repo...
    Time goals report.PNG
    Open full size
    Time goals report.PNG
    Reply
  • Admin
    Laurent Meyer
    May 19, 2025

    Hello,


    There is a workaround to set a goal on first reply time:

    • A rule adds Tag A to the conversation WHEN Outbound reply is sent

    • The SLA rule has a condition IF Conversation doesn't have Tag A


    Let me know if this works for you!

    Reply