Getting Started 2 Articles
General 27 Articles
- Re-authenticating an agent / mailbox.
- Adding an alias / aliases
- What is the difference between Initial timetoreply™ and Overall timetoreply™?
- Missing data – how to troubleshoot if you aren’t seeing all of your data
- What is the difference between the Conversation Logs and Message Logs sections?
- Dropping connection with MS Exchange mailboxes. Whitelist Nylas IP Range.
- How to setup a Team
- Whitelisting our IP address for IMAP connections.
- Business hours and changing your business hours.
- Troubleshooting tips for authenticating when using MS Exchange (Nylas)
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Integrations 6 Articles
o365/Microsoft Office 365 11 Articles
- 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)
- 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 o365 admin role for authenticating mailboxes with timetoreply and limit which mailboxes timetoreply can get data from
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G Suite 8 Articles
- 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
- 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.
Mimecast 5 Articles
MS Exchange 5 Articles
IMAP 3 Articles
Gmail 2 Articles
Reports 12 Articles
- Overview Report Page.
- Comparative Report Page
- Interaction Report Page
- How to use the Domain/SLA report to track email response time goals
- timetoreply Reports and Descriptions
- 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?
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Controlling your data 11 Articles
- 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?
- Why is my average Overall Reply Time higher than my average First Reply Time?
- 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
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