Controlling Your Data

• Controlling your data. Using the Filters section of timetoreply.
• Why is my average First Reply Time higher than my average Overall Reply Time?
• How do advanced filters work?
• Why is an agent or mailbox included in the Conversation Logs if it should be excluded based on the active filters?
• Exclude reply emails from SLA breach total and average reply time calculation
• How to use Conversation Logs to find emails to remove from your data
• What does “This email is an outlier and is excluded from stats” mean?
• How to set leave days / out of office days
• When managing contact groups (adding contact groups) – do we add our company’s email addresses (employees that deal with that particular contact or contact group)?