How are the timetoreply performance metrics calculated?

Average First Reply Time

The average time taken for the first reply to the starter of conversation. Only the first person to reply is counted per conversation. This value takes business hours into account.

Average Overall Reply Time

The average time taken to reply to emails. Counts all replies by those for whom you are viewing statistics. This value takes business hours into account.

Average Forward Reply Time

The average time taken to forward emails. Any forward in a conversation is considered. This value takes business hours into account.

Average Time to Close

The average time taken to close conversations. Time is measured from the first to the last email. This value takes business hours into account.