How do I set up reply time goals?

Set your company’s reply time goals, and timetoreply reports on how your team is doing against them.

Set your goals

1. Click your name in the bottom-left corner and select Settings.

2. Go to Goals.

3. Enter any of these goals, in hours and minutes:

   Goal	What it measures
   First reply time goal	Your company’s target for Average First Reply Time: the time from the first email to the first reply in the conversation.
   Overall reply time goal	The average time taken to reply to all emails: the first reply and every reply after it.
   Time to close goal	How long it takes to close a conversation, from the first email to the last.

4. Click Save.

How Time To Close counts business hours

Hours are chosen for each conversation. If one mailbox sent the emails in that conversation, that mailbox’s business hours and time zone are used. A mailbox with no hours of its own uses your company hours. If no mailbox sent them, or more than one did, your company-wide business hours and company time zone are used.

See How do business hours affect reply times?

Reply time bands (optional)

You can also set your own reply time bands, to group reply times in more detail in your reports. If you don’t set any, timetoreply uses default bands.

On the same Goals page:

1. Under Add a new first reply time band, Add a new overall reply time band or Add a new time to close band, enter a time.
2. Click Add next to it.
3. Click Save.

Tip

You can also set goals for one customer in the SLA report.

Need help or have feedback?

Email us at [email protected]. We’re happy to help.