Measuring User email Response Times

GAT+ allows Admins to monitor turnaround time on all email conversations. This can be useful for monitoring the performance of a group like Sales or Support, or for resolving a question of how quickly an issue was dealt with and at what point the delays occurred.

For any given search criteria against email metadata GAT+ also produces 3 sets of ‘quick’ filters.

These cover emails sent out from your domain, emails sent into your email and internal emails. The three quick filters have now been extended to include a count of emails that have replies in the filter time range covered and also an average of the response time for each collection of replies. In ‘red’ the number of replies is counted along with the average time it took a member of your domain to make the reply. In ‘orange’ you can see the number of replies by external users to emails sent from your domain, it also includes the average time these external responders took to reply. Finally, in ‘yellow’ you have the number of internal emails, including emails that are replies and the average response time for those replies.

Admins can click the ‘replies’ count in any one of these three quick filters to explore each conversation in more detail.

At this level, Admins can see the top level conversations for each email send/receive. From here you can identify all the participants, the number of threads in any given conversation and the average response time across all the threads (Reply Delay column).

Clicking on the thread count lets Admins explore each conversation in more detail

Now the Admin can see the full set of conversation threads and the time each party took to respond to a previous part of the thread. Moving the mouse over each reply delay will show the Admin which thread this delay refers to. In most cases, the delay refers to the time to respond to the previous email. However, in some cases, the participants might decide to go back to an earlier part of the conversation and reply to that part of the thread. GAT correctly identifies which of the earlier thread parts this delay in response refers to.

As with all GAT reports the Admin can export the results from any stage of the filtering process to a spreadsheet.

Where emails are part of ‘reply-to’ conversations the reply delay for each part is reported in seconds. This data may be used for subsequent post-processing by the Domain Admin.