Set a response time goal and EmailAnalytics shows how each person performs against it: how many replies breached the SLA, plus their average and first response time within work hours.
Use it to prove you're meeting an SLA you've promised customers, or to hold your team to an internal goal like "reply within 2 hours."
Setup in about two minutes · Gmail and Outlook · Nothing to install
| Member | Responses | First response | SLA breaches |
|---|---|---|---|
PS Priya Shah Support | 398 | 52m | 3% breached |
JR Jordan Reyes Support | 361 | 1h 14m | 6% breached |
ML Marcus Lee Support | 270 | 2h 22m | 31% breached |
AK Aisha Khan Team lead | 197 | 41m | 2% breached |
Most teams set a response time goal and then have no way to check it beyond spot checks. Even teams that track average response time can miss the problem: a team can average 90 minutes while a quarter of its replies still miss a 2-hour target.
SLA measurement counts the breaches themselves, person by person, so you can see exactly who is missing the goal and how often.
The number and percentage of each person's responses that missed your goal.
The average time to send the first reply in a thread, the figure most customer SLAs are written around.
Average response time measured inside each person's own work hours and time zone.
Responses sent and emails received for each person, so a breach rate is read alongside the volume behind it.
Click a metric to see the individual emails that make it up, including the ones that breached.
Export a drill-down or the whole table for client reports, QBRs or performance reviews.
Measure, then prevent: the SLA report shows how you did. SLA alerts warn you while there's still time to reply. Read the SLA report guide
The right goal depends on who's emailing and what they expect. These guides cover benchmarks and real examples.
How to set different targets for sales, support and account teams, and for different customer tiers.
Read more →Benchmarks by industry, plus a response time policy template you can adapt.
Read more →Real SLA wording and targets from support teams, from first reply to resolution.
Read more →
After clients complained about unanswered emails, Smartsites set a 4-hour reply goal during business hours. "EA allowed us to set this goal, and track it."
Read the case study →
Underground Printing's distributed sales team has a 24-hour reply policy for every customer and tracks response times weekly to uphold it.
Read the case study →
HR Covered benchmarked the team, set a quarterly response time target and measured progress against it every week.
Read the case study →Average and first response time for every person and team, measured within work hours.
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
An email SLA (service level agreement) is a commitment for how quickly emails get a reply, such as "first reply within 4 business hours." It can be a promise to customers or an internal goal for a sales or support team. See examples of email SLAs.
The SLA report compares your team's responses against your response time goal and shows, for each person, the number and percentage of responses that breached it, alongside their responses, emails received, average response time and first response time within work hours.
The default goal is 2 hours. Change it to match the commitment you've made to customers or the target you've set for your team.
Response time in the SLA report is measured within each person's set work hours and time zone, and logged out-of-office days count as time off, so nights, weekends and vacations don't count against anyone.
Yes. Click any number to see the emails behind it and export that list to CSV, or export the whole table from the menu in its top-right corner.
SLA measurement reports how your team performed against the goal over a date range. SLA alerts warn you in real time when an email that needs a reply is about to miss it, so you can act before the breach.
Yes. EmailAnalytics works with Gmail, Google Workspace, Outlook and Microsoft 365, including Outlook shared mailboxes.
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 and see every breach from the past two years, person by person.
