Skip to content
English
Go to timetoreply.com
  • There are no suggestions because the search field is empty.

How do I set up reply time goals?

Set up your company's reply time goals and get custom reporting around those goals.

How to Set Reply Time Goals

You can set up reply time goals by navigating to:
Your Name (bottom left) → Settings → Goals

Here, you can configure the following goals:

1. First Reply Time Goal

Measures how long it takes your team or individual team members to respond to a new conversation (the first email in a thread).

2. Overall Reply Time Goal

Tracks the average time it takes to respond to all emails, including the initial reply and all subsequent replies in the conversation.

3. Time To Close Goal

Measures the total time it takes for agents to close a conversation, from the first email to the last.

  • If only one mailbox linked to timetoreply handled the conversation, we use that mailbox’s business hours and time zone.

  • If multiple mailboxes were involved, we use your company-wide business hours.

Optional: Reply Time Bands

You can also set up custom reply time “bands” for more granular reporting. If no bands are set, we apply sensible default values for your reports.

Need help or have feedback? Contact us at support@timetoreply.com — we’re happy to help!