How does EmailAnalytics calculate average response time?

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  • If you receive an email but never respond to it, it will not count toward your average response time; only emails that you respond to are counted in the average.
  • If you receive an email outside of your designated work hours, we start counting response time from the time the next work-hour period begins (this rule only applies to work hours calculation).
  • If you send an email outside of your designated work hours, we count the response time as the end of the most recent designated work hour period (this rule only applies to work hours calculation).
  • If you send a follow-up email (ie, if you send two emails to the same person without receiving a response before the second email), we only count the response time for the first email.
  • We do not count responses that occur after longer than 14 days.
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