Why is my average Overall Reply Time higher than my average First Reply Time?

The Average Overall Reply Time is calculated as a straight average. It’s the sum of the time to reply to each email divided by the total number of emails for that Agent or Team.   

When we see an Average First Reply Time higher than the Average Overall Reply Time it usually suggests that while the Agent may take a little more time to respond to the email for the first time, once they’ve initiated the conversation with the customer, the Agent replies to emails in the Conversation thread more quickly.