With Business Hours, you set up a range of hours and days where your response time is tracked. Outside of these hours, Response Time will be counted as 0 minutes, 0 seconds. The number of Sent and Received emails will still be included. This gives you an accurate picture of how long it's taking your team to reply to emails within the specified hours. Please be aware that they are affected by time zones, so ensure they are set up for the correct location. You can set up your Business Hours or request any changes by reaching out to your account manager.

Unless otherwise indicated, the % below the metric is the relative change against the previous period of the same amount of time. For example, if you have the dashboard filtered for the previous month, the % is the evolution of that metric from the month before that.

Please reach out to your account manager to request changes to the list of monitored mailboxes for your dashboard.

Click the arrow next to “Share” at the top of the page and select “Download report”. This will allow you to download a PDF of the current dashboard view, including filters, which can be shared with others within your organization who may not have direct access to the dashboard.

Any received email which is replied to has a Response Time. All responses found for emails received during the filtered time period are counted. If you have set up Business Hours, they will be applied when calculating this metric. For example, a report for May 1st - May 31st can include a June 3rd reply to a May 30th email. Emails which are marked as spam will not be included. Emails which do not receive a response will not be included.

Please reach out to your account manager to request changes to the list of monitored mailboxes for your dashboard.

Please reach out to your account manager to request changes to the permissions for your dashboard.