Next Reply Time

Next Reply Time specifically measures how long a customer waits for an agent’s subsequent response after the first reply. It tracks ongoing service quality throughout the ticket conversation. This metric is often higher than FRT as priorities shift to new tickets.

Why Next Reply Time Matters

Next Reply Time signals whether your team maintains service quality beyond initial contact. High values indicate agents prioritize new tickets over active conversations, frustrating customers already engaged.

How to Calculate

Time of agent’s Nth response - Time of customer’s (N-1)th message

In TicketBoard

TicketBoard helps you track next reply time and related metrics from your Zendesk data. Connect your account for instant visibility.