The timetoreply extension shows these metrics. The short name in brackets is how some of them appear on screen.
| Metric |
What it measures |
| Average first time to reply (FTTR) |
The average time it takes you to send the first reply in a conversation. If someone else sent that first reply, it is not counted. |
| Average time to reply (TTR) |
The average time it takes you to send any reply, whether it is the first in the conversation or a later one. |
| Average time to close (TTC) |
The average time it takes to close a conversation after it was started. |
| Metric |
What it measures |
| Email response rate (ERR) |
The percentage of conversations that you sent at least one reply to. |
| Inquiries resolved (IR) |
The number of inquiries resolved by marking a conversation as closed, compared with those still needing resolution. |
| Inquiries resolved within target (IRT) |
The percentage of resolved inquiries that were resolved within the target time. |
| First contact resolution rate (FCRR) |
The percentage of resolved inquiries that were resolved within the first contact. |
| Closed conversations (CC) |
The total number of closed conversations. |
| Metric |
What it measures |
| Conversations awaiting your response (CAR) |
The total number of conversations awaiting a reply from you or your colleagues. |
| Conversations sent internally (CSI) |
Conversations sent internally to you. Only conversations where you received the latest message are counted. |
| Inbound conversations (IC) |
The total number of inbound conversations. |
| Outbound conversations (OC) |
The total number of outbound conversations. |
