Open your metrics
Web appWeb app: Manager > Metrics with KPI tiles and the rep performance table
How to check response times
- On a computer, open Manager. The Metrics tab opens first.
- Pick Today, 7 days, or 30 days at the top right.
- Look at Avg first response and SLA compliance first.
- Check Rep performance to see who needs help.
On your phone, open the app, go to Settings, and tap Metrics Dashboard.
What each number means
| Number | What it means |
|---|---|
| Total inquiries | New leads in the time you picked. |
| Avg first response | How long reps take to first call or text a new lead. AI texts do not count. Red means over 15 minutes. |
| Response rate | How many leads got a call or text. |
| SLA compliance | How many leads got an answer within 10 minutes. The goal is 80%. |
| Active inquiries by status | How many open leads are in each status right now. |
| Rep performance | Each sales rep, sorted from fastest to slowest. |
| AI agent performance | AI conversations, handoffs to reps, and AI texts sent. |
Only Sales reps show in Rep performance. To change the 10-minute goal, text us at 778-764-1975.
Common questions
How does Relay measure speed to lead?
Avg first response is the time from a lead arriving to the rep's first call or text. AI texts are left out, so it shows how fast your people are.
What time periods can I see?
Today, the last 7 days, or the last 30 days.
Stuck on something this guide does not cover? Text the Relay team at 778-764-1975, call 1-855-467-2999, or email tej@razzytech.com. Back to all help guides.