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Controlling your data
Articles explaining how to use the filters to control what data is included / excluded in the reports.
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How do advanced filters work?
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)?
Can certain email senders or domains get excluded from the analytics? e.g. emails that are notifications from social media or other apps (i.e. not actionable or important emails)
Why is an agent or mailbox included in the Conversation Logs if it should be excluded based on the active filters?
Why is my average First Reply Time higher than my average Overall Reply Time?
What does “This email is an outlier and is excluded from stats” mean?
Controlling your data. Using the Filters section of timetoreply.
How to use Conversation Logs to find emails to remove from your data
Exclude reply emails from SLA breach total and average reply time calculation