When an email’s reply time is struck through, and its tooltip says Excluded from stats because it is an outlier, the reply time is longer than your outliers limit. It’s left out of your average reply times, so a few very slow replies don’t push your averages up.
Turn outliers on or off
Section titled “Turn outliers on or off”- Click your name in the bottom-left corner and select Settings.
- Go to Global Filters and open the Outliers tab.
- Set Exclude reply times over to the longest reply time you want to count.
- Turn Exclude outliers from reports on or off.
Your reply time stats are worked out again straight away when you turn it on or off.