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      The reporting looks wrong. Why are my numbers much lower than they should be?

      Why Email Volume or Reply Time Statistics May Appear Incorrect

      If your email volume or reply time statistics seem incorrect or significantly lower than expected, check the following areas:

      1. Mailbox Authentication

      If you see a red warning icon next to the last updated time in your timetoreply account, one or more mailboxes may have lost their connection. Without an active connection, timetoreply cannot update statistics for those mailboxes.

      To re-authenticate a mailbox:

      1. Go to Entities (bottom left) → Mailboxes.

      2. Click Status to sort mailboxes so disconnected ones appear at the top.

      3. Click Actions → Re-authenticate to send a re-authentication email to the mailbox owner.

      4. Once the mailbox owner follows the link and re-authenticates, timetoreply will update the mailbox within 2–20 minutes.

      2. Check Your Active Filters

      Incorrect statistics may result from filters excluding data. Check the following:

      • Date Range – Ensure the correct range is selected.

      • Master Filters – Check Show stats for and When communicating with filters.

      • Advanced Filters – Review active filters and adjust as needed.

        • Alternatively, click Reset to Default to clear all filters and start fresh.

      3. Team or Group Mailboxes

      If you’ve filtered by a Team or Group mailbox, confirm proper configuration:

      • Team setup: Go to Entities → Teams.

      • Group mailbox mapping: Go to Entities → Shared/Group mailbox mapping.

      4. Contacts or Contact Groups

      If filtering by Contact or Contact Group, verify the configuration:

      • Contacts: Go to Entities → Contacts.

      • Contact Groups: Go to Entities → Contact Groups.

      5. Account-Level Filters

      Account-level filters may exclude valid conversations:

      • Go to Your Name (bottom left) → Filters.

      • Review Blocked Domains, Blocked Email Addresses, and Advanced Filters.

      Important: By default, advanced filters include data based on the filter parameters.

      • Example: To exclude conversations with a specific keyword, set the filter as:
        Subject – does not equal / contain / begin with – keyword/phrase
        This ensures only conversations not containing the keyword are displayed.

      Need Further Assistance?

      If you’ve checked all the above and your data still seems incorrect, contact our support team via live chat or email support@timetoreply.com.