The reporting looks wrong. Why are my numbers much lower than they should be?

If your email volume or reply time statistics look wrong, or much lower than expected, work through these five checks in order.

1. Check your mailboxes are connected

A red warning icon next to the “last updated” time in your timetoreply account means one or more mailboxes may have lost their connection. timetoreply can’t update statistics for a disconnected mailbox.

To reconnect (re-authenticate) a mailbox:

1. Go to Entities (bottom left) → Mailboxes.
2. Click Status to sort the list, so disconnected mailboxes appear at the top.
3. For a mailbox added on its own, click the ⋮ menu on the mailbox’s row and select Re-Authenticate. This emails a re-authentication link to the mailbox owner.
4. Once the owner follows the link, timetoreply updates the mailbox within 2–20 minutes.

For a mailbox added with bulk add, follow How do I re-authenticate a mailbox? instead.

2. Check your active filters

A filter may be leaving out data. Check:

• Date Range: make sure the right range is selected.
• Show report for and When communicating with: make sure these match the people you expect.
• Filters: review any active filters and adjust them if needed.

Tip

Not sure which filter is the problem? Click the round arrow beside Filters. Its tooltip says Reset report filters.

3. Check your team and group mailbox setup

If you’ve filtered by a Team or Group mailbox, make sure it’s set up correctly:

• Teams: go to Entities → Teams.
• Group mailboxes: go to Entities → Shared/group mailboxes.

4. Check your contacts and contact groups

If you’ve filtered by a Contact or Contact Group, make sure it’s set up correctly:

• Contacts: go to Entities → Contacts.
• Contact Groups: go to Entities → Contact Groups.

5. Check your account-level filters

Filters on your whole account can leave out conversations you want to count.

1. Click your name in the bottom-left corner, then Settings → Global Filters.
2. Review Blocked domains, Blocked email addresses and Custom rules.

Filters include data by default

A filter keeps the conversations that match it. To leave out conversations, use a “does not” condition.

For example, to hide conversations with a certain word in the subject, set the filter to:

Subject – does not equal / contain / begin with – keyword/phrase

Only conversations without that word are then shown.

Still looks wrong?

If you’ve checked everything above and your numbers still look wrong, contact our support team via live chat or email [email protected].

To help us find the problem faster, include a few examples of emails that are missing or look wrong, with the sender’s address, date and time of each.