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A collection of articles to help explain our reports
A
Why would a reply not be included in the stats? It displays a black trophy next to the First Reply time
What is the difference between average First Reply Time and average Overall Reply Time?
Does timetoreply cater for a group/shared email address in its reporting? If so, how does that work in terms of attributing which user received the emails?
Can I get weekly reports sent to me for the emails we are tracking?
The reporting looks wrong. Why are my numbers much lower than they should be?
How to use the SLA report to track email response time goals