Response Time and Resolve Time Reports

ReplyManager's reporting tools are not only great for management, but for customer service analysis.  The program's reporting feature allows administrators and super administrators to generate reports based on a variety of options including average response times or resolve times. The following is a brief overview of some of the many reports available to you.


To access reports, go to Maintenance > Reports 


Average Response Time By User

This report calculates the average time it took a specific user to first reply to an original email within a specific date range selected.  The clock starts when the original email is received and stops when there is a "first" action of either a  "reply, a forward or a note added." Deleted email is not included in the calculation.

Average Response Time By Folder

This report calculates the average time, by folder, for the first reply to an original email  that arrived in the specific folder(s), within the date range selected. The clock starts when the original email is received and stops when there is a "first" action of either a  "reply, a forward or a note added." Deleted email is not included in the calculation.

Forwarded Email Tip:  Average response time reports will calculate the "original" email received until the forward action is taken.

Average Resolve Time By User

This report calculates the average time, by User, from when an original email is received, within the date range selected, to setting the email to a "closed" status. If an email has several follow ups, the system uses the time to finally resolve the email. Deleted email is not included in the calculation.

Average Resolve Time by Folder

This report calculates the average time, by Folder, from when an original email is received, within the date range selected, to setting the email to a “closed” status. Deleted email is not included in the calculation.


Reporting Notes:

• These reports do not count "unopened" emails. Calculations are from the time of original emails receipt to the time either an action is taken or until it is closed.
• Auto-responders do not get calculated. The responses calculated in these reports are specifically replies, forwards, or notes added. 

by Dale Gaines
Customer Care