EmailAnalytics measures email response time for every person and every team on Gmail, Google Workspace, Outlook and Microsoft 365. See who's fast, who's falling behind, and whether your team is getting quicker week to week.
It connects through Google's and Microsoft's APIs, so there's nothing to install and nobody changes how they email.
Setup in about two minutes · Gmail and Outlook · Nothing to install
| Member | Received | Avg. response | Status |
|---|---|---|---|
PS Priya Shah Support | 412 | 1h 12m | On target |
JR Jordan Reyes Support | 388 | 1h 38m | On target |
ML Marcus Lee Support | 296 | 2h 41m | Behind |
AK Aisha Khan Team lead | 205 | 1h 05m | On target |
A slow reply loses a lead or turns a simple question into a complaint. But Gmail and Outlook don't report how long anyone takes to reply, so most managers only find out when a customer follows up a second time.
Teams that measure it get faster. HR Covered cut its customer service response time by 70% and raised its CSAT score from 7.9 to 8.6, and Smartsites reduced its average response time by 60.4% within two months.
For each person, each team or the whole company, over any date range.
How long it takes to send the first reply in a thread, the number most customer SLAs are written around.
Each person is measured two ways: real elapsed time, and time within their own work hours and time zone.
Emails sent and received per person, top senders and recipients, and activity by hour and day of the week.
Measure response time to external contacts only, to a key account, or with automated emails filtered out.
Past email syncs when you connect, so you start with a baseline instead of waiting weeks for data.
EmailAnalytics is built for managers who need to see a whole team's response times, not just their own. Here's how it fits the way teams are actually organized.
With the Google Workspace or Microsoft 365 integration, an admin adds mailboxes on your domain directly. Nobody else has to sign in.
Create teams like Sales or Customer Service, then compare each team's average response time side by side on the dashboard.
Give a team lead access to only their team's numbers, and decide whether employees can see their own stats. How permissions work.
Daily, weekly or monthly reports go to managers with team stats and to team members with their own. Set up reports.
Set work hours and a time zone for each inbox, and log vacation or sick days so time off doesn't count against anyone.
Replies sent from an Outlook shared mailbox like support@ are credited to the agent who sent them. Shared mailbox analytics.
Response time is the time between an email arriving and the recipient replying in the same thread. A few rules keep the number honest:
Good to know: replies must be in the same thread, and replies sent more than 14 days after the email arrived aren't counted. Read the full calculation rules
| Option | Response time for each person and team | Changes how your team works |
|---|---|---|
| EmailAnalytics | Yes, automatically, with up to two years of history | No, the team stays in Gmail or Outlook |
| Gmail or Outlook alone | No | No |
| Spreadsheets and spot checks | Partly, for the emails someone samples by hand | Yes: manual work every week |
| Help desk software | Yes, once email moves into tickets | Yes: a new tool and workflow |
HR Covered benchmarked the team, set a quarterly target and tracked it weekly. CSAT rose from 7.9 to 8.6 over the same period.
Read the case study →
Smartsites paired EmailAnalytics with a 4-hour reply rule for client emails during business hours.
Read the case study →
IMI Daily shared a response time league table with the team, and reply speed became a friendly competition.
Read the case study →Set a response time goal and see how many replies breached it, person by person.
Learn more →Get an email alert when a message that needs a reply has waited too long.
Learn more →AI scores incoming and outgoing email sentiment from 1 to 10 and charts it over time.
Learn more →Credit every reply from support@ or sales@ to the agent who sent it.
Learn more →FAQ
Response time is the time between an email arriving and the recipient replying in the same thread. Only emails that get a reply are counted, the clock starts from the most recent email in the thread, follow-ups sent before the other person replies aren't counted again, and replies sent more than 14 days later are ignored. See the full calculation rules.
Yes. Group people into teams such as Sales or Customer Service and compare team averages on the dashboard. You can also give a team manager access to only their own team's numbers.
Actual response time is the real time that passed before a reply. Work-hours response time only counts time inside each person's set work hours, so an email that arrives overnight isn't counted as hours of delay. Read more.
Not if you log it. Add vacation, holiday or sick days in the Out of office settings and EmailAnalytics treats that time as outside work hours, so the work-hours response time isn't skewed. Employees can also add their own out-of-office days.
Yes. EmailAnalytics works with Gmail, Google Workspace, Outlook and Microsoft 365, including Outlook shared mailboxes like support@.
No. EmailAnalytics connects through Google's and Microsoft's APIs. An admin can add mailboxes on your domain directly, and your team keeps emailing as usual.
By default, no. Response time tracking uses email header information only: addresses, timestamps and subject lines.
Current plans and prices are on the pricing page. You can try EmailAnalytics free for 14 days.
Connect Gmail or Outlook in about two minutes. Up to two years of email history syncs automatically, so you start with a real baseline.
