All conversations
Internal conversations
Internal conversations are those where all participants in the entire conversation had internal domain names. The email addresses do not have to be linked to timetoreply.
Inbound conversations
“Inbound" conversations are those where the email address who started the conversation (first "from") did not have an internal domain name.
Outbound conversations
"Outbound" conversations are those where the email address who started the conversation (first "from") had an internal domain name. The email addresses do not have to be linked to the timetoreply account.
Conversations sent internally
Conversations “sent internally” are those where the most recent email message\'s participants all had internal domains. The email addresses do not have to be linked to timetoreply.
Conversations awaiting contact response
Conversations "awaiting contact response" are those where the most recent email was from an internal domain, and at least one recipient did not have an internal domain.
Conversations awaiting mailbox response
Conversations "awaiting mailbox response" are those where the most recent email was not from an internal domain.
Closed conversations
Conversations "closed" are those that have been marked as closed using one of the many methods that timetoreply offers.
Conversations that have replies
Conversations that "have replies" are those that have at least one reply message. In this case, we do not check who sent the reply message.
Conversations that have replies from mailboxes
Conversations that "have replies from mailboxes" are those that have at least one reply message from the mailbox(es) selected in "Show Report For"
Conversation reply rate
Conversation “reply rate" is the ratio of conversations that have a first reply from the mailbox(es) selected in "Show Report For" compared to the total number of conversations.
Messages count
All email messages.
First messages
Email messages that were the first in a conversation.
Reply messages
A reply is an email message that is replying to a previous email message in a conversation. Note: we look at the email addresses involved in a conversation to decide if a message is a reply or not. We do not use common subject line prefixes such as "RE:"
Forwarded messages
A forward is an email message which has been sent to a completely new participant in the conversation. Note: we look at the email addresses involved in a conversation to decide if a message is a forward or not. We do not use common subject line prefixes such as "FW:"
Follow up messages
A follow up is where the same sender sends another email to the same recipients as the previous message in the conversation. Note: we look at the email addresses involved in a conversation to decide if a message is a follow up or not.
Received messages
All emails received by the mailbox(es) selected in "Show Report For"
Initial messages received
All new (first) emails received by the mailbox(es) selected in "Show Report For"
Reply messages received
All reply emails received by the mailbox(es) selected in "Show Report For"
Forwarded messages received
All forward emails received by the mailbox(es) selected in "Show Report For"
Follow up messages received
All follow up emails received by the mailbox(es) selected in "Show Report For"
Initial reply messages received
All first reply emails received by the mailbox(es) selected in "Show Report For"
Sent messages
All emails sent by the mailbox(es) selected in "Show Report For"
Initial messages sent
All new (first) emails sent by the mailbox(es) selected in "Show Report For"
Reply messages sent
All reply emails sent by the mailbox(es) selected in "Show Report For"
Forward messages sent
All forward emails sent by the mailbox(es) selected in "Show Report For"
Follow up messages sent
All follow up emails sent by the mailbox(es) selected in "Show Report For"
Initial reply messages sent
All first reply up emails sent by the mailbox(es) selected in "Show Report For"
Overall reply time (with business hours)
To determine Overall Reply Time, we first calculate reply times for each message, taking into account business hours and time zones of the email address sending each message. We then take an average of all of these reply times.
Overall reply time (ignoring business hours)
To determine Overall Reply Time (ignoring business hours), we first calculate reply times for each message. We then take an average of all of these reply times.
Messages within SLA
We calculate the number of messages "Within SLA" by finding the number of messages that have a reply time less than or equal to your Overall Reply Time SLA goal.
Messages that breached SLA
We calculate the number of messages that breached SLA by finding the number of messages that have a reply time greater than your Overall Reply Time SLA goal.
Messages excluded from SLA targets
We calculate the number of messages that have been excluded from SLA targets by finding the number of messages that have a reply time greater than your "Outliers Filter"
First Reply Time (with business hours)
To determine First Reply Time, we first calculate reply times for first reply messages, taking into account business hours and time zones of the email address sending each message. We then take an average of all of these first reply times.
First Reply Time (ignoring business hours)
To determine First Reply Time (ignoring business hours), we first calculate reply times for each first reply message. We then take an average of all of these first reply times.
First reply messages within SLA targets
We calculate the number of first reply messages "Within SLA" by finding the number of first reply messages that have a reply time less than or equal to your First Reply Time SLA goal.
First reply messages that breached SLA targets
We calculate the number of first reply messages that breached SLA by finding the number of first reply messages that have a reply time greater than your First Reply Time SLA goal.
First reply messages excluded from SLA targets
We calculate the number of first reply messages that have been excluded from SLA targets by finding the number of first reply messages that have a reply time greater than your "Outliers Filter"
Time To Forward (with business hours)
To determine Time To Forward, we first calculate "reply times" for each message that was a forward, taking into account business hours and time zones of the email address sending each message. We then take an average of all of these "reply times".
Time To Forward (ignoring business hours)
To determine Time To Forward (ignoring business hours), we first calculate "reply times" for each message that was a forward. We then take an average of all of these "reply times".
Time To Close (with business hours)
To determine Time To Close, we look at the total time it has taken between the first message and the last message in a conversation. If only one of your mailboxes linked to timetoreply has been handling the conversation, we use their business hours and time zone. If there have been more than one, we use your company business hours.
Time To Close (ignoring business hours)
To determine Time To Close (ignoring business hours), we look at the total time it has taken between the first message and the last message in a conversation.
Time To Close (within SLA)
We calculate the number of conversations with a Time To Close "Within SLA" by finding the number of conversations that have a Time To Close less than or equal to your Time To Close SLA goal.
Time To Close (ignoring business hours)
We calculate the number of conversations where the Time To Close breached SLA by finding the number of conversations that have a Time To Close greater than your Time To Close SLA goal.
Consistency Score
Consistency Score is a metric that measures how steady your email reply times are. We use a statistic called the 'median absolute deviation' to determine how much your reply times vary from the median. A lower deviation means your responses are more uniform and timely, resulting in a higher consistency score. In essence, this score indicates the predicability of your reply times, ensuring that you meet expectations consistently.