Next Reply Time - Clarification Question


  • Brett - Community Manager
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    Hey fellownarrator,

    Are you referring to Next Reply Time in the SLA policy? If so, next reply time is the time between the oldest unanswered customer comment and the next public comment from an agent, displayed in minutes. You can find out more information here: Defining and using SLA policies (Professional and Enterprise)

    It doesn't look like there's a Next Reply Time metric in Explore so let me know if I'm misunderstanding your question.



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