Why would a reply not be included in the stats? It displays a black trophy next to the First Reply time

A black trophy icon indicates that the First Reply Time for that conversation is excluded from the average First Reply Time shown at the top of the report.

This can happen for one of the following reasons:

• The reply was the customer’s first reply, not a first reply from one of your team members.

• An active filter is currently excluding that email from the report calculations.

• The reply falls outside the selected date range, and the date filter has excluded it from the average.

In short, the black trophy highlights reply times that are visible in the report but are not included in the calculated averages displayed at the top.