timetoreply Optimizer
      Back to home
      1. Help Center
      2. timetoreply Optimizer

      Optimizer Metrics Definitions

      • Average First Reply Time (FTTR): The average time it takes to send the first reply in a conversation.
      • Average Overall Reply Time (TTR): The average time it takes to send any reply in a conversation.
      • Average Time to Close (TTC): The average time it takes to close a conversation after it was started.
      • Email Response Rate (ERR): The percentage of conversations that receive at least one reply.
      • Inquiries Resolved (IR): The number of inquiries resolved by marking a conversation as closed compared to those still needing resolution.
      • Inquiries Resolved Within Target (IRT): The percentage of inquiries resolved within the target time compared to the total resolved inquiries.
      • First Contact Resolution Rate (FCRR): The percentage of inquiries resolved within the first contact compared to the total resolved inquiries.
      • Closed Conversations (CC): The total number of closed conversations.
      • Conversations Awaiting Your Response (CAR): The total number of conversations awaiting a reply from you or your colleagues.
      • Conversations Sent Internally (CSI): The total number of conversations sent internally.
      • Inbound Conversations (IC): The total number of inbound conversations.
      • Outbound Conversations (OC): The total number of outbound conversations.