timetoreply Reports and Descriptions

Timetoreply includes the following reports

  1. Overview Report

  2. Time To Reply Ratio Report

  3. Daily Agent Productivity Report

  4. Agent Comparative Report

  5. Agent Interactions Report

  6. SLA Report

  7. 12 Month Trend Report

  8. Conversation Logs

  9. Message Logs

Report Descriptions:

2. Overview Report

A total overview of emails and email threads sent and received by your company for up to 3 months at a time, showing your average first reply time, average overall reply time, and overall forward time, both during and outside of your business hours. This report is highly configurable based on your reporting needs. It is the most popular report across our customer base.

2. Time To Reply (TTR) Ration Report

Designed for sales teams receiving inbound sales leads via email, this report gives sales managers a north star metric by which to measure their sales team’s performance when dealing with prospects via email. Statistics include TTR Ratio, average First Reply Time, average Customer Reply Time, average Time to Contact Success, Contact Success Rate, email volumes, and the number of email conversations closed.

3. Daily Agent Productivity Report

A one day snapshot of all email activity across your company, showing total emails sent, received, and replied to, the time of day for the first and last email sent per mailbox linked to timetoreply, as well as responsiveness per mailbox i.e. the percentage of email replies under 30mins, 1hr, 2hrs, 8hrs or any other intervals you choose to set.

4. Agent Comparative Report

Compare individuals or mailboxes by volume of email sent, received, replied to, or forwarded and by average first reply times, average overall reply times, and overall forward times.

5. Agent Interactions Report

Compare individuals or mailboxes by who they interact with most via email. E.g. see the customers to which a particular employee sends the most emails. Or, see which teams/departments are most frequently in contact inside your company. The Overview report could also show you how effectively one department deals with internal emails from another department.

6. SLA Report

Set your SLA goals and report on whether an individual, team, or the company as a whole is passing or failing the SLA for a single customer, group of customers, or for a particular mailbox e.g. A customer service group mailbox

7. 12 Month Trend Report

While most our of reports provide a 90 day reporting window, the Trend report provides an up to 12 month reporting window, giving you insight into your teams’ performance trends on a monthly basis. Metrics include average First Reply Time, average Overall Reply Time, TTR Ratio, Contact Success Rate, and email volume statistics.

8. Conversation Logs

A detailed log of all emails in an email thread, time and date stamped, showing reply times for both senders and recipients. Useful for gaining deeper insights into an individual or team’s email productivity performance. 

9. Message Logs

Similar to Conversation Logs, but listing individual emails rather than aggregated email threads.