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

      When the email volume and reply time statistics appear to be incorrect or significantly lower than you’d expect, check the following:

      1. Are all of your mailboxes authenticated? – If you see a red warning icon next to the last updated time when viewing your timetoreply account, it means that one or more of your mailboxes has lost their connection to our system. Without an active connection to the system, timetoreply would not have been able to update all of the statistics for the mailbox(es). Follow these steps to fix this:

        1. Go to your name on the top right > Mailboxes

        2. Click on ‘Status’ to sort the list of mailboxes so that all disconnected mailboxes are at the top of the list.

        3. Click the Actions button

        4. Select the 'Re-authenticate' option to send a re-authentication email to the mailbox owner.

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

           

      2. If there is no red warning icon visible, check your active filters. You may be accidentally excluding data.

        1. Check your date range

        2. Check your ‘Show stats for’ and ‘When communicating with’ master filters.

        3. Click on ‘Advanced filters’

        4. Check which filters are active and adjust accordingly,

        5. Alternatively, click ‘Reset to default’ to reset all filters and start again

           

      3. If you’ve selected a Team or Group mailbox in the ‘Show stats for’ or ‘When communicating with’ master filters, check that your team is correctly configured or that your group mailbox is correctly mapped.

        1. To check the Team setup: Go to your name on the top right > Teams

        2. To check the group mailbox mapping: Go to your name on the top right > Shared/Group mailbox mapping.

           

      4. If you’ve selected a Contact or Contact Group in the ‘Show stats for’ or ‘When communicating with’ master filters, check that the Contact or Contact group is correctly configured.

        1. To check the Contact setup: Go to your name on the top right > Contacts

        2. To check the Contact group setup: Go to your name on the top right > Contact groups

           

      5. If you’ve set account-level filters, check that you’re not accidentally excluding valid Conversations and messages from your reports

        1. To check the account level filters: Go to Tools > Filters

        2. Review the blocked domains

        3. Review the blocked email addresses

        4. Review the advanced filters

          1. *IMPORTANT* – the default behavior of the advanced filters is to include data based on the filter parameters. E.g. To exclude Conversations where the subject line contains a particular keyword or phrase, set the advanced filter to: “Subject – does not equal / contain/begin with – keyword/phrase”. This will filter all data in your account to display only those Conversations where the subject line does not contain the keyword or phrase you want to avoid.

             

      6. If you have followed all of the steps above and are still unable to determine why your data seems incorrect, please contact us via live chat on the site or email: [email protected].

      Are all of your mailboxes authenticated? – If you see a red warning icon next to the last updated time when viewing your timetoreply account, it means that one or more of your mailboxes has lost their connection to our system. Without an active connection to the system, timetoreply would not have been able to update all of the statistics for the mailbox(es). Follow these steps to fix this:

      Go to your name on the top right > Mailboxes

      • Click on ‘Status’ to sort the list of mailboxes so that all disconnected mailboxes are at the top of the list.
      • Click the Actions button
      • Select the 'Re-authenticate' option to send a re-authentication email to the mailbox owner.
      • Once the mailbox owner follows the link in the email and re-authenticates their mailbox, timetoreply will update the mailbox within 2 – 20 minutes.
      • If there is no red warning icon visible, check your active filters. You may be accidentally excluding data.

      1. Check your date range

      Check your date range

      • Check your ‘Show stats for’ and ‘When communicating with’ master filters.

      Check your ‘Show stats for’ and ‘When communicating with’ master filters.

      • Click on ‘Advanced filters’

      Click on ‘Advanced filters’

      • Check which filters are active and adjust accordingly,

      Check which filters are active and adjust accordingly,

      • Alternatively, click ‘Reset to default’ to reset all filters and start again

         

      Alternatively, click ‘Reset to default’ to reset all filters and start again

      If you’ve selected a Team or Group mailbox in the ‘Show stats for’ or ‘When communicating with’ master filters, check that your team is correctly configured or that your group mailbox is correctly mapped.

      1. To check the Team setup: Go to your name on the top right > Teams

      To check the group mailbox mapping: Go to your name on the top right > Shared/Group mailbox mapping.

       


      To check the group mailbox mapping: Go to your name on the top right > Shared/Group mailbox mapping.

      If you’ve selected a Contact or Contact Group in the ‘Show stats for’ or ‘When communicating with’ master filters, check that the Contact or Contact group is correctly configured.

      1. To check the Contact setup: Go to your name on the top right > Contacts

      • To check the Contact group setup: Go to your name on the top right > Contact groups

         

      To check the Contact group setup: Go to your name on the top right > Contact groups

      If you’ve set account-level filters, check that you’re not accidentally excluding valid Conversations and messages from your reports

      1. To check the account level filters: Go to Tools > Filters

      To check the account level filters: Go to Tools > Filters

      • Review the blocked domains

      Review the blocked domains

      • Review the blocked email addresses

      Review the blocked email addresses

      • Review the advanced filters

        1. *IMPORTANT* – the default behavior of the advanced filters is to include data based on the filter parameters. E.g. To exclude Conversations where the subject line contains a particular keyword or phrase, set the advanced filter to: “Subject – does not equal / contain/begin with – keyword/phrase”. This will filter all data in your account to display only those Conversations where the subject line does not contain the keyword or phrase you want to avoid.

           

      Review the advanced filters

      1. *IMPORTANT* – the default behavior of the advanced filters is to include data based on the filter parameters. E.g. To exclude Conversations where the subject line contains a particular keyword or phrase, set the advanced filter to: “Subject – does not equal / contain/begin with – keyword/phrase”. This will filter all data in your account to display only those Conversations where the subject line does not contain the keyword or phrase you want to avoid.

        If you have followed all of the steps above and are still unable to determine why your data seems incorrect, please contact us via live chat on the site or email: [email protected] .