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 Settings.
- Click Reports.
- Click Reply Speed Report.
The report runs live against your current data — no setup, no scheduled job.
What the Report Shows
Two stacked tables of advocates ranked by a single composite response-time score:
- Speediest Repliers — the fastest 20 advocates in the selected window.
- Slowest Repliers — the slowest 20. Only appears when more than 20 advocates qualify, so the same person never appears in both lists.
Inactive and deleted advocates are excluded from both lists. 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 |
|---|---|
| # | Rank within the section (fastest first, or slowest first) |
| 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 |
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) and Last year (Jan 1 → Dec 31 of the previous year).
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 Night-Time Is Handled
Response-time deltas exclude the hours between 10pm and 7am — but 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 inside that advocate’s night window) 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.
Related: Location Report · Editing an Advocate’s Profile