Next response time - Plain Docs

Next response time (NRT) is how long a customer waits for each follow-up reply after the first one. Where FRT covers the opening exchange, NRT covers everything after that.

How it’s calculated

NRT is the gap between every pair of consecutive outbound replies on a thread, not only the first and second. A thread with 5 replies contributes 4 individual gap measurements, each counted as a separate data point.

Machine user replies are excluded from both ends of each gap.
The window covers threads created in the selected period, not threads whose replies were sent in that period.
Median and 90th percentile are computed across all individual gap measurements, not per-thread averages.

Statistical views

Median: the midpoint gap across all follow-up reply pairs in the selected period. 90th percentile: 90% of follow-up gaps were shorter than this. Use it to identify the slowest-moving conversations.

Team member view

In Team reporting, NRT covers reply gaps where that agent sent the follow-up reply. It is not filtered to same-agent pairs.

SLA tracking

NRT has its own SLA target, separate from FRT. A thread breaches its NRT SLA if a human follow-up reply does not arrive within the configured window. See SLA compliance for breach rate details.