How does EmailAnalytics calculate average response time?

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We have a few rules for how we calculate average response time:

  • 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, and then reply to it within 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).

Example: Your work hours are 8am to 5pm, Monday through Friday. You receive an email at 7am (outside your designated work hours) and reply to it at 8:05am (within your work hours). Response time (work hours) calculation: 5 minutes.

  • If you send an email outside of your designated work hours, we stop counting the response time at the end of the most recent designated work hour period (this rule only applies to work hours calculation).

Example: Your work hours are 8am to 5pm, Monday through Friday. You receive an email at 4pm (within your designated work hours) and reply to it at 6:27pm (outside your work hours). Response time (work hours) calculation: 60 minutes (the time elapsed between when your email was received and the end of your scheduled work hours).

  • 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.
  • If you are a participant on an email thread (such as being cc’d) where other people are emailing, and then you send a response within the thread, we count your response time as the time elapsed between when you received the most recent email in the thread before replying to it, and the time of your response.
  • We only count responses that occur within the same email thread.

Example: Sally sends you an email in Thread A. You send Sally an email in thread B. We do not count this as a response, because the emails occurred in separate threads.

  • We do not count responses that occur after longer than 14 days.
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