Reply Speed Report
Rank your advocates by how quickly they reply to prospect messages. Useful for spotting standouts, identifying advocates who may need a nudge, or celebrating squad-week MVPs.
How to Open the Report
- Go to Operations.
- Click Reply Speed.
The report runs live against your current data — no setup, no scheduled job.
What the Report Shows
One table of every qualified advocate, ranked by a single composite response-time score, fastest first. The table shows 25 advocates per page; use the page-size selector in the footer to show 50 or 100 at a time, and Previous / Next to move between pages.
Inactive and deleted advocates are excluded. Only advocates who replied to a new conversation during the window appear — someone who only sent follow-up replies during the window does not rank.
Columns
| Column | What’s there |
|---|---|
| # | Composite rank (1 = fastest). It stays put when you sort by another column, so you can always see where someone lands overall. |
| Advocate | Name, linked to the advocate’s profile |
| Status | Active / Pending badge |
| 1st replies | Number of conversations where this advocate sent the first reply during the window |
| Median 1st | Median time to that first reply |
| Follow-ups | Number of follow-up replies the advocate sent (any reply after the first one in a conversation) |
| Median Follow-ups | Median time between a prospect message and the follow-up reply |
| Composite | The single score used to rank — a weighted average of the two medians |
Sorting
Click a column heading to sort by it, lowest first. Click the same heading again to flip the order. An arrow on the heading marks the current sort. Advocate sorts alphabetically; the four count and median columns and Composite sort numerically. # and Status are not sortable.
- Advocates showing — for the chosen column (for example, no follow-ups yet) sort to the bottom whichever direction you pick.
- Changing the sort, the period or the weighting takes you back to the first page.
- The CSV export uses the same sort as the screen, and its rank column is always the composite rank.
Picking a Period
Use the Period dropdown at the top of the report. There are two groups:
- Rolling windows — Last 7 / 14 / 30 / 90 / 365 days. Default is Last 7 days.
- Calendar windows — This year (Jan 1 → now), Last year (Jan 1 → Dec 31 of the previous year), and All time (everything since your community was created).
A rolling window always ends “now” so the report stays current. A calendar window is fixed once the year ends.
Picking a Weighting
The composite score blends the median first-reply time and the median follow-up time. The Weight dropdown chooses how heavily each one counts:
| Preset | What it does |
|---|---|
| Equal weight (default) | First-reply and follow-up medians count the same |
| First reply ×3 | First-reply median weighted 3× over follow-ups — rewards consistent fast openers |
| First reply ×5 | First-reply median weighted 5× over follow-ups |
| First reply ×10 | First-reply median weighted 10× over follow-ups — follow-ups effectively a tiebreaker |
| First reply only | Follow-up speed is shown for context but doesn’t affect ranking |
The description under the page title updates when you change the weighting so you can read exactly what’s being measured.
How Off-Hours Are Handled
Response-time deltas exclude the hours outside your community’s active hours, set under Settings → General → Community (the default window is 8am to 10pm) — and they’re read in each advocate’s own time zone, not yours.
This means:
- An advocate who waits overnight to reply is not penalized for sleeping — the overnight hours are simply not counted.
- An advocate on the West Coast isn’t penalized for night-time the way an Eastern advocate would be. Their 11pm is their night, not Eastern night.
- A genuine middle-of-the-night reply (say, prospect message at 2am and reply at 2:05am, both outside that advocate’s active hours) still counts — the report falls back to the actual wall-clock time so a 5-minute response doesn’t look like a 0-second one.
If an advocate has no timezone on file, the report falls back to Eastern.
How “First Reply” vs “Follow-up” Are Decided
For each conversation:
- The first advocate reply to a prospect message is the first reply. The time is measured from the prospect’s previous message.
- Every subsequent advocate reply to a prospect message in that conversation is a follow-up.
A conversation has at most one first reply per advocate. Only advocates who logged at least one first reply during the window appear in the rankings.
Tips for Reading the Report
- Use Equal weight to see overall responsiveness — strong follow-up patterns help advocates here even if their first reply was slow.
- Use First reply ×10 (or First reply only) for outreach hygiene — the opening response is often the single biggest predictor of whether a conversation continues.
- Try Last 7 days right after a campaign or activation push to celebrate the people who showed up.
- Try This year to compare a top performer’s annual pattern against the rest of the community.
- Sort by Follow-ups or Median Follow-ups to find advocates who open fast but go quiet afterwards.
Related: Location Report · Editing an Advocate’s Profile