Speed-to-lead vs Reply time
Two different time numbers — don't mix them up. Both: lower is better.
⏱️ Speed to lead — the #1 number
A brand-new lead comes in (form / "interested") → how long until a real human first reaches out. (Not the auto welcome-email.)
📨 Reply time
Inside an existing conversation → how fast the rep replies when a customer writes back. A different, faster thing.
Each is shown as wall-clock (real elapsed time — the customer's wait) and, smaller, working hours (Mon–Fri 8–6 CT — fair to the rep). We also show the p90 tail (worst-case) next to the median.
Where the numbers come from
Nate / Robert / Rowan / Addie from HubSpot (read-only) · Alex from a Gmail↔HubSpot match (his inbox doesn't fully sync) · Smita / Mike are former reps (email history only, no live leads). Only leads that got a response are counted. Auto-refreshes daily · sanitized, no customer names in aggregate views.
What Travis is alerted on
When a CG falls behind, an automatic email goes to travis@signaturechampions.com so leadership knows before a deal slips:
- 🔔 Aging lead — a form came in and no rep emailed within 3 days. Named list, last 3 months.
- ⏰ Customer waiting — an existing customer hasn't gotten a reply in over 2 days.
- 📥 Swamped CG — a rep's inbox backlog + volume is high enough they may need support.
Why it's accurate
Every number is pulled straight from the source — never estimated. Speed-to-lead and lead data come from HubSpot; reply-times and inbox load come from each rep's Gmail. We count real customer emails only — automated welcome templates, vendors, playbook and internal mail are filtered out. Times are measured to the minute (wall-clock + business-hours). Medians use hundreds-to-thousands of real threads per rep, cross-checked by an automated 8/8 reconciliation pass. It refreshes itself — inbox load every 30 min, the full pull daily — so nothing is hand-entered and it can't drift.