“Selected mailboxes” means the mailboxes chosen in Show report for. “Internal” means an email address on one of your company’s domains. It doesn’t need to be connected to timetoreply.
Reply time metrics
Section titled “Reply time metrics”| Metric | What it means |
|---|---|
| Average First Reply Time | The average time from the first email to the first reply in the conversation. A conversation is counted only when a mailbox in Show report for sent that first reply. If someone else sent it, the conversation is left out. |
| Average Overall Reply Time | The average time taken to reply to emails. All replies sent by the selected mailboxes are counted. |
| Average Time To Forward | The average time taken to forward emails. Any forward in a conversation is counted. |
| Average Time To Close | The average time taken to close a conversation, from the first email to the last. If a closed conversation gets a new email, it’s left out until it’s closed again. See When should my team mark conversations as closed? |
| Conversation Reply Rate | The percentage of conversations that got a first reply from the selected mailboxes. The total is inbound conversations when Show report for is My Company, My Domains, a mailbox, a team, or a shared/group mailbox. The total is outbound conversations when it is a contact, a contact group, Everybody Else, or Anybody. Internal conversations are not included. |
For more on the first two, see What is the difference between average First Reply Time and average Overall Reply Time?
With and without business hours
Section titled “With and without business hours”First Reply Time, Overall Reply Time and Time To Forward are each shown two ways:
- With Business Hours: the time is worked out for each email using the mailbox’s business hours and time zone, then averaged.
- Ignoring Business Hours: the time is worked out without business hours, then averaged.
Time To Close is also shown both ways. It is the time from the first email to the last email in the conversation. With business hours: if one mailbox sent the emails in that conversation, that mailbox’s business hours and time zone are used. A mailbox with no hours of its own uses your company hours. If no mailbox sent them, or more than one did, your company-wide business hours and company time zone are used.
See How do business hours affect reply times?
Conversation types
Section titled “Conversation types”| Type | What it means |
|---|---|
| Total | All conversations. |
| Internal | Every participant has an internal email address. |
| Inbound | Started by an email address that isn’t internal. |
| Outbound | Started by an internal email address. |
| Sent Internally | The latest email only includes internal participants. |
| Awaiting Contact Response | The latest email was sent from an internal address, and at least one recipient isn’t internal. |
| Awaiting Mailbox Response | The latest email wasn’t sent from an internal address. |
| Closed | Marked as closed, using any of the ways to close a conversation in timetoreply. |
| Have Replies | Have at least one reply, from anyone. |
| With Mailbox Replies | Have at least one reply from the selected mailboxes. |
On a report table, these sit under Conversations. With Mailbox Replies is on the Conversations page, not in that table. The Conversations page calls Have Replies With Replies. Overview’s Total conversation breakdown shortens the waiting rows to Awaiting Mailbox and Awaiting Contact, and the total card is Total Conversations.
Message types
Section titled “Message types”| Type | What it means |
|---|---|
| Total Messages | All emails. |
| First Messages | Emails that start a new conversation. |
| Reply Messages | Emails sent in response to an earlier email in the same conversation. |
| Forward Messages | Emails sent to someone new to the conversation. |
| Follow-Up Messages | The same sender emails the same recipients again in the same conversation. |
Received and sent messages
Section titled “Received and sent messages”These only count emails to and from the selected mailboxes.
| Received | Sent | What it counts |
|---|---|---|
| First Messages Received | First Messages Sent | First emails in new conversations |
| Total Reply Messages Received | Total Reply Messages Sent | Replies |
| Total Forwards Received | Total Forwards Sent | Forwards |
| Total Follow-Ups Received | Total Follow-Ups Sent | Follow-ups |
| First Reply Messages received | First Reply Messages sent | First replies |
On a report table, these sit under Emails Received and Emails Sent, as Total, First, Replies, Forwards and Follow-Ups. Total is every email.
SLA metrics
Section titled “SLA metrics”These compare reply times with your reply time goals.
| Metric | What it means |
|---|---|
| Overall Reply Time Within SLA | Replies that took no longer than your Overall reply time goal. |
| Overall Reply Time SLA Breach | Replies that took longer than your Overall reply time goal. |
| Overall Reply Time Excluded from SLA | Replies that are neither within your Overall reply time goal nor a breach. That includes replies longer than Exclude reply times over (Global Filters → Outliers), and replies marked Exclude from SLA Breach. |
| First Reply Time Within SLA | First replies that met your First reply time goal. |
| First Reply Time SLA Breach | First replies that took longer than your First reply time goal. |
| First Reply Time Excluded from SLA | First replies that are neither within your First reply time goal nor a breach, for the same reasons. |
| Time To Close Within SLA | Conversations closed within your Time to close goal. |
| Time To Close SLA Breach | Conversations that took longer than your Time to close goal. |
Consistency Score
Section titled “Consistency Score”The Consistency Score shows how steady your reply times are. It doesn’t just show how fast you reply, but how reliably you reply in the time people expect.
It uses a statistical method called median absolute deviation, which measures how far reply times are from the middle (median) reply time. The less your reply times vary, the higher your score.