An agent is a staff member who you add to Time To Reply (TTR) by adding their mailbox to be monitored. When we refer to adding an agent, this is the same as adding a mailbox.
Advanced filters are filters that you can use to be very specific about which emails to either “filter out” or “filter in” to your reports and email logs. You can create a filter that looks at the FROM, TO, SUBJECT or CC fields and you can choose between the following operators: “contains”, “equals”, “ends with”, “begins with”, “does not contain”, “does not equal”, “does not end with”, “does not begin with”. Finally you can specify a value to the system to look for. For example, a filter that is setup as follows: FROM “contains” value=”@timetoreply.com” will only display emails where the FROM contains @timetoreply.com. If we use “does not contain” instead of “contains” in this example, then you will filter out all emails that do not contain @timetoreply.com and you will only be left with emails that include @timetoreply.com.
We use the word “field” in our advanced filters section to describe the TO, FROM, CC and SUBJECT fields.
We use the word “operator” in our advanced filters section to describe the choices you have to filter by. The choices are: “contains”, “equals”, “ends with”, “begins with”, “does not contain”, “does not equal”, “does not end with”, “does not begin with”.
The “value” in our advanced filters section is what the system must look for in the field that you have chosen. So if you have chosen to filter by the FROM field and you want to look for FROM addresses that contain @timetoreply.com for example, the “value” would be @timetoreply.com
The field in an email header that explains who sent the email / which mailbox the email came from.
The field in an email header that explains who the email was sent to / which mailbox the email was sent to.
The field in an email header that explains who the email was copied to / which mailbox the email was copied to.
If the original direction of an email conversation was an incoming email to the company, we call that an inbound email. E.g. a potential customer emails your company and asks a question. That would be deemed an Inbound email.
If the original direction of an email conversation was an outbound email from one of your agents on Time To Reply to an external company / mailbox, we call that an outbound email. E.g. a new email that one of your sales reps sends to a potential customer prospecting for new business would be deemed an Outbound email.
An Internal email is an email where the TO and FROM both contain an agent on TTR that has been added to your account. So if you have Agent A and Agent B on your TTR account and Agent A sends an email to Agent B, this will be deemed an Internal email.
Note: If you have staff who are not added to your TTR account who receive an email from an agent who is on your TTR account, this will not be deemed as an Internal email. We only mark internal emails between agents who are on your TTR account.
Reply / Replies
A reply is when a person responds to an email by responding or replying back to the FROM address (i.e. the person who sent them the email.)
Replies in our dashboard is the number of emails that have received a reply from your agents. If you are looking at company wide data, Replies will include all of your agents replies in the count. If you are looking at a specific Agent, Team or Group Mailbox, the Replies will be the total number of replies during the selected date range for that Agent, Team or Group Mailbox.
No Replies in our dashboard is the number of emails that have NOT received a reply from your agents. If you are looking at company wide data, the No Replies number will include all of the emails that your agents have NOT replied to. If you are looking at a specific Agent, Team or Group Mailbox, the No Replies will be the total number of No Replies during the selected date range for that Agent, Team or Group Mailbox.
Forwards in our dashboard is the number of times we have picked up that an email has been “Forwarded” by one of your agents.
A conversation is a string of emails that all belong to the same thread. For example, if a customer emails one of your agents and they email back and forth by replying to the same email they receive each time, all of those emails form a single conversation. A conversation could also be referred to as a thread.
Note, for a conversation or thread to exist, each party needs to be replying to the original email instead of creating a completely new email to respond. If either party creates a new email to respond, that will be seen as the start of a new conversation / thread.
An initial email is the first email in a conversation. So if a customer emails in and the email is the start of a new conversation / email thread, that is called an initial email or first email.
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 Conversations is the total number of conversations and not the total number of emails.
The total number of conversations that occur between two agents on Time To Reply.
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.
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 / threads that have received at least one reply.
A ratio between conversations and conversations that have been replied to by your agents.
The total number of messages (sent and received) in the system.
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).
The total number of messages that were replies, whereby the user 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 user clicked ‘reply all’ in response. This does not include ‘reply’ or ‘forward’.
The total number of messages that were forwarded.
Avg. 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’.
Avg. 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).
A log of all of the emails TTR has tracked, displayed in a conversation view whereby messages that belong to the same conversation thread are grouped together. When viewing data in the conversation log, the system first looks for all conversations that have occurred during the specified time period and then assigns all of the emails that belong to those conversations.
This is important to understand as you may receive an email that belongs to a conversation that started outside of the specified date range. This email will not appear in the conversation log, but will appear in the message log.
A log of every message TTR has tracked. With the message log, emails are not grouped into conversations. The system looks for all messages that fall between the selected time period and displays them in a flat view.
Teams allow you to group certain users together so that one can view their aggregated statistics in the report sections. Unlike shared mailboxes / group mailboxes, a team is not assigned to a shared or group email address.
Shared Mailboxes / Group Mailboxes
Shared or group mailboxes work in a similar way to Teams. However, unlike Teams, the group is linked to a shared or group mailbox and the statistics that we display when filtered by Team, only include email performance data pertaining to how the agents have performed to email related to the shared or group mailbox.
The term used to get your data into the TTR system. Ingestion is the process of pulling your email header information into the TTR system. The TTR ingests data automatically by default every 15 minutes to 120 minutes. This is dependent on the volume of email traffic.
Refers to the ability to click a button that tells the TTR system to update your data. Instead of waiting for the system to automatically ingest your data, you can click the force ingestion button which pushes your account to the top of the ingestion queue. Thereby, your data updates immediately.
TTR uses different APIs to connect to mailboxes. In order for TTR to connect securely to these APIs, the mailbox owner needs to grant TTR permission to do so. This is done via an authentication link that is sent to the mailbox owner when adding a mailbox to TTR. Once permission has been granted, TTR receives an access token from the API provider (Microsoft, Google, Nylas, Mimecast). This access token is used to connect the mailbox so that TTR does not require a mailbox password. You are able to revoke access at any time via your o365, Gmail, Mimecast admin dashboard.