A black trophy icon next to a First Reply Time means that reply is shown in the report but left out of the average First Reply Time at the top of the report.
This happens for one of three reasons:
| Reason | What it means |
|---|---|
| It was the customer’s first reply | The first reply in the conversation came from the customer, not from one of your team. |
| A filter is excluding it | An active filter is leaving that email out of the report’s calculations. |
| It’s outside your date range | The reply falls outside the dates you’ve selected, so it isn’t counted in the average. |