Controlling your data
- 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)?
- Why would a reply not be included in the stats? It displays a black trophy next to the First Reply time
