Email Analytics Software

Safe, Secure Email Analytics Software For Gmail, Outlook, o365, IMAP, MS Exchange and Mimecast

Email Analytics Software – Safe Cloud-Based Email Analytics For o365, Gmail, MS Exchange, IMAP, Outlook and Mimecast.

timetoreply™’s email analytics software is one of the most advanced email analytics solutions available today. Our system tracks email volumes and email reply time data on the individual mailboxes level, group mailbox level (including shared mailboxes and distribution lists), team performance and even external supplier and customer email volumes and reply time data.

timetoreply™ was born out of a frustration around trying to track email behavior and email analytics and not being able to find a solution that truly provided the data and insights needed to monitor and incentivize staff properly.

The tool has evolved into an enterprise level tool with customers ranging from 1 to 500+ mailboxes per customer being monitored.

A brief overview of how the tool works

Overview Report

The report overview page allows you to view data for your entire account or you can filter to a specific mailbox, team or Group / Shared Mailboxes.

The main section of the page contains a number of statistics. Each statistic is explained below:

Total Conversations

The total number of email conversations or threads. Note, that the total number of email conversations could be 10, but the total number of emails could be 100 if there were 10 emails back and forth per conversation. So the Total Conversation is the total number of conversations and not the total number of emails / messages.

Internal Conversations

The total number of conversations that occur between two agents on timetoreply™.

Inbound Conversations

The total number of conversations that have been started as a result of an inbound email being the initial email (first email) to the conversation. If a customer emails in and starts a new email conversation thread that is seen as an inbound conversation.

Outbound Conversations

The total number of conversations that have been started as a result of an outbound email being the initial email (first email) to the conversation. If one of your agents sends an email to a customer and starts a new email conversation thread that is seen as an outbound conversation.

Conversations With Replies

The total number of conversations that have received a reply. The total includes agent replies and external replies. The agent total is the number of conversations the agent has responded to.

Completion Ratio

The number of inbound conversations divided by the number of agent conversation replies gives you the completion ratio. This is the percentage of new inbound emails that are responded to by your agent(s).

Total Messages

The total number of messages (sent and received) in the system.

First Messages

The total number of emails that start a new conversation. I.e. the total number of initial emails (sent or received that start a new conversation).

Reply Messages

The total number of messages that were replies, whereby the respondent clicked ‘reply’ to respond to the email. This does not include ‘reply all’ or ‘forward’.

Reply All Messages

The total number of messages that were replies whereby the respondent clicked ‘reply all’ in response. This does not include ‘reply all’ or ‘forward’.

Forward Messages

The total number of messages that were forwarded.

Average Initial Reply Time

The average response time of your company, team, shared mailbox or agent (depending on what filter you have applied), to first emails. I.e. new emails that start a conversation. Also known as ‘average first response time’.

Average Overall Reply Time

The average response time of your company, team, shared mailbox or agent (depending on what filter you have applied), to all emails (first emails and all other conversational emails).

The following section is a table that breaks down the overall performance by agent / mailbox. Using the Display Options tick boxes you can choose which columns you want to hide/display. You can rank by any column by clicking on the header of that column. The column names are explained below:

Email
Mailbox or alias that the statistics are linked to.

Conversation
Number of conversations / threads.

Internal
Number of emails between two or more of the agents / mailboxes that have been added to TTR.

Inbound
Number of conversations that started with an email from an external source. I.e. not started by one of your agents that are on TTR.

Outbound
Number of conversations started by one of your agents that has been added to TTR.

Have Replies
Number of conversations that have received a reply.

Messages (R)
Total number of messages received by your agents / mailboxes.

Messages (S)
Total number of messages sent by your agents / mailboxes.

First (R)
Total number of first messages received by your agents / mailboxes.

First (S)
Total number of first messages sent by your agents / mailboxes.

Replies (R)
Total number of replies received by your agents / mailboxes.

Replies (S)
Total number of replies sent by your agents / mailboxes.

Reply-alls (R)
Total number of reply-alls received by your agents / mailboxes.

Reply-alls (S)
Total number of reply-alls sent by your agents / mailboxes.

Forwards (R)
Total number of forwards received by your agents / mailboxes.

Forwards (S)
Total number of forwards by your agents / mailboxes.

Initial TTR
The average response time of your company, team, shared mailbox or agent (depending on what filter you have applied), to first emails. I.e. new emails that start a conversation. Also known as ‘average first response time’.

Overall TTR
The average response time of your company, team, shared mailbox or agent (depending on what filter you have applied), to all emails (first emails and all other conversational emails).

The final section on the page is a graph that shows the daily average initial response time and  each inbound conversation that has received a reply by one of your agents.

Over time you will be able to see whether your daily average initial response time is improving or getting worse.

If you hover over any of the blue dots you can see the subject line of the email that received that initial response time. If you want to find out more information about the response time subsequent conversation you can search for the email subject and date on the conversation log or messages log section.

Domain / SLA Report

The Domain/SLA report allows you to track how well you are responding to a particular domain (URL). You can set an initial response time goal and/or and overall response time goal and the system will track again the goals. The report also compares your performance to the previous period.

In order to generate a report, you can start by selecting whether you want to run the report for your whole company, a particular agent, a team or group mailboxes. Set this in the “Show stats for” block.

Once you’ve selected who the report should be for, leave the “When communicating with” block as “Anybody” as the report will limit by the domain you enter further down the page.

Next, select which domain name you would like to run the report for and set your average initial email response time goal and/or average overall response time goal.

In this example, I am running the report for the domain bdo.co.za and I have set an initial response time goal of 30min and an overall response time goal of 1 hour.

As you can see from the screenshot below, I am failing my initial response time goal of 30min and passing my overall response time goal.

The report also shows you how long people from that domain are taking to respond to you and shows the email volume (sent and received) between yourself and the domain.

You can schedule this report to be sent daily, weekly or monthly via the Scheduled Reports section.

Controlling your data

TTR allows you to create filters on top of the data that is ingested so that you can exclude emails that you do not wish to be included when looking at your data and reports. For example, if you receive emails from LinkedIn that never require a response you may want to exclude LinkedIn emails from the data and reports.

Alternatively, you may want to filter down to a specific domain name or email address and only view the data for that particular domain or email address.

The Filters section allows you to achieve this.

We have 3 different levels of filters available:

  • Domain level filters
  • Email level filters
  • Advanced filters.

The Domain and Email level filters can be found under the Filters link on the dashboard menu.

The Advanced Filters section can be found under the Filters link on the menu and in the top right corner of all of the report pages and log pages.

Domain Level Filters

The Domain Level Filters auto populate with every domain name that TTR has picked up from your data. Tick the domains that you want to block from your statistics and click Block selected domains. You can rank the table by clicking on the column heading.

To unblock a domain tick the blocked domain and click Unblock selected domains.

If you unblock a blocked domain all of your historical data will now include the unblocked domain data.

Email Address Level Filters

The Email Level Filters auto populate with every email address that TTR has picked up from your data. Tick the email addresses that you want to block from your statistics and click Block selected email address button. You can rank the table by clicking on the column heading.

To unblock an email address tick the blocked email addresses and click Unblock selected email address.

If you unblock a blocked email address all of your historical data will now include the unblocked email address data.

Advanced Filters

Advanced Filters allow you to “filter in” or “filter out” emails based on conditions you create when creating an advanced filter.

For example:

If you want to only view data where [email protected] emailed into your company you would create a filter that says:

Filter when FROM -> EQUALS -> [email protected]

If you want to exclude all emails where [email protected] was in the FROM address you would create:

Filter when FROM -> DOES NOT EQUAL -> [email protected]

If you wanted to exclude all emails that were between people who work at your company you could create:

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