> ## Documentation Index
> Fetch the complete documentation index at: https://www.plain.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Next response time

> How Plain calculates NRT: every consecutive reply gap across all threads in the period.

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](/docs/product/platform/sla-compliance) for breach rate details.