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27 Articles General
- How to compare specific agents in the Comparative Reports section?
- Can timetoreply distinguish between an inbox owner’s reply times / stats etc., and that of an email inbox delegate (e.g. an assistant)?
- How to add additional admin users to timetoreply™.
- Does timetoreply distinguish between working hours and outside working hours, when reporting on response times?
- How do I add a billing card?
- Does timetoreply cater for a group/shared email address in its reporting? If so, how does that work in terms of attributing which user received the emails?
- How do I exclude business hours altogether?
- How does pricing work? We have 20 individuals plus 3 group mailboxes. Do the group mailboxes count?
- Why do some response times say 00:00:00?
- If we only want to measure 1 shared mailbox, do we only pay for 1 license?
2 Articles Integrations
9 Articles o365/Microsoft Office 365
- How to disconnect your o365 super-user/Privileged role administrator from the Bulk Add option
- How to add a shared mailbox on o365 without a password
- Permissions o365 – individual authentication and bulk authentication
- How to enable send on behalf of on o365
- How to create a timetoreply™ account
- How to add a o365 / Office 365 mailbox to timetoreply™ to be monitored.
- How to bulk add o365 mailboxes/Office 365 mailboxes to timetoreply™.
- Tracking a shared mailbox, group mailbox or distribution list with timetoreply™.
- Permissions for Gmail and o365 Permissions required for Gmail and o365 (individual authentication and bulk authentication)
8 Articles G Suite
- Self Hosted G Suite Customers
- How to disconnect your G Suite super user from the Bulk Add option
- How to add an Individual Gmail / Gsuite mailbox to Time To Reply to be monitored.
- How to create a timetoreply™ account
- How to Bulk Add G Suite/ Gmail mailboxs to timetoreply™ to be monitored.
- Tracking a shared mailbox, group mailbox or distribution list with timetoreply™.
- How to bulk add G Suite mailboxes
- Permissions G Suite
5 Articles Mimecast
5 Articles MS Exchange
3 Articles IMAP
2 Articles Gmail
12 Articles Reports
- The reporting looks wrong. Why are my numbers much lower than they should be?
- Why can I not access some reports?
- Why is an agent or mailbox included in the Conversation Logs if it should be excluded based on the active filters?
- Can I get weekly reports sent to me for the emails we are tracking?
- Does timetoreply cater for a group/shared email address in its reporting? If so, how does that work in terms of attributing which user received the emails?
- Why would a reply not be included in the stats? It displays a black trophy next to the First Reply time
- Should each Agent / team member click the “Mark as Closed” button after they reply to each email or only once the conversation has come to an end, either by closing the sale, resolving the query, or by simply not needing to respond any longer?
- Overview Report Page.
- Comparative Report Page
- Interaction Report Page
11 Articles Controlling your data
- Can timetoreply distinguish between an inbox owner’s reply times / stats etc., and that of an email inbox delegate (e.g. an assistant)?
- Does timetoreply distinguish between working hours and outside working hours, when reporting on response times?
- Can certain email senders or domains get excluded from the analytics? e.g. emails that are notifications from social media or other apps (i.e. not actionable or important emails)
- When managing customer groups (adding customer groups) – do we add our company’s email addresses (employees that deal with that particular customer)?
- Why would a reply not be included in the stats? It displays a black trophy next to the First Reply time
- Should each Agent / team member click the “Mark as Closed” button after they reply to each email or only once the conversation has come to an end, either by closing the sale, resolving the query, or by simply not needing to respond any longer?
- Controlling your data. Using the Filters section of timetoreply™.
- How do advanced filters work?
- What does “This email is an outlier and is excluded from stats” mean?
- Why is an agent or mailbox included in the Conversation Logs if it should be excluded based on the active filters?