General 27 Articles
- How do I delete an agent / mailbox?
- 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?
- How do I delete my timetoreply™ account?
- 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
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Integrations 6 Articles
o365/Microsoft Office 365 9 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
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
- 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
- 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?
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Controlling your data 11 Articles
- 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?
- 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)?
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