First response time is the gap between a customer's first message in a conversation and your team's first reply, reported as average, median (p50) and 90th percentile (p90). Reply coverage is the share of conversations that started in the range, newsletters excluded, that have received a reply. Every figure below is computed from events Sektra records as they happen, over the date range you pick.
The range and the scope
The date picker defaults to the last 30 days and allows up to 366. Both ends are inclusive days in your time zone. Every figure is filtered to the inboxes in scope; All inboxes means every inbox you can read, so a personal inbox only appears in its owner's view.
Volume
- Received: every inbound message in the range. A conversation with five inbound messages counts five.
- Outgoing: every outbound message, from Sektra or written in Gmail or Outlook and picked up by sync.
- New threads: conversations whose first inbound message arrived in the range. A conversation you started does not count until someone replies.
- Resolved: conversations whose last archive or reopen event in the range was an archive. Archived then reopened counts zero; archived, reopened, archived again counts one.
Reply coverage
Conversations that started in the range and were not filtered as Promotions, Social, Forums, Updates or Outlook's Other form the cohort. Of those, the ones with a first reply at any time, inside or after the range, are the replied ones. Coverage is replied divided by cohort, as a percentage. A conversation that started last month and was answered this month belongs to last month.
Time metrics
- Response time: for each reply, the time since the newest inbound message before it. Two replies in a row to the same inbound each measure from that inbound. Out-of-office replies and bounces never start the clock.
- First response time: once per conversation, from the first inbound message to the first reply ever. A customer who wrote Monday and nudged Wednesday, answered Thursday, counts three days.
- Resolution time: from the most recent opening (the first inbound message, or the latest reopen) to the archive. A conversation reopened four times reports how long the latest round took.
Each is reported as count, average, p50 and p90. Percentiles interpolate between neighboring values. The range filter applies to when the wait ended.
Right now
Awaiting reply counts open conversations whose newest message is inbound, ignoring auto-replies. Unassigned urgent counts open conversations with a priority score of 0.65 or more and no owner. Priority bands bucket every open conversation as High (0.65 and up), Medium (0.35 to 0.65), Low or Unscored. These ignore the date range.
Teammates
Attribution is by who sent or archived, never by who was assigned. Replies written in Gmail or Outlook count for the matching teammate on a shared inbox and for the owner on a personal one. Resolved per teammate is a raw count of archive actions.
AI figures
Threads summarized and scored count each conversation once however many times it was reprocessed. Kept out counts conversations filtered as bulk at birth. Estimated time saved uses fixed weights per item, which are assumptions rather than measurements.