The Request Reply Time KPI calculation is based on the first response to a new request from a customer, such as an appointment request or a Contact Me request. In other words, it is the average amount of time that elapses between the submission of a new request by a customer and the first response from a user back to the customer.
The following scenarios are not counted in the Request Reply Time:
- Live chat requests are not counted in this metric since they are instantaneous.
- An appointment booked by a user for a client would also not be counted for this metric as this is an outbound action by the user, not an incoming request from a client
- Requests that are resolved without a response are not counted in this metric.