RELATED IDEAS
Show average metrics in Time goals analytics report
Problem
The Time goals analytics report only displays the score against goals, not the actual average reply time and first reply time metrics needed to evaluate team performance.
Request
Add average reply time and first reply time metrics for each SLA to the Time goals analytics report.
Context
The team performance report cannot be used as an alternative because it does not exclude SLA-level conditions.
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ADMIN RESPONSEJul 30, 2025
Your idea is now live and open for voting.
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,
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
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!