Shared mailbox statistics

Question

Shared mailbox statistics

Urmas Vanem 41

Hi!

We use shared mailbox used by different persons in different shifts and we need some statistics about the usege. For example:

How many e-mail arrived by hour, day, month?
How long it takes to answer?
1. By person?
2. Overall from arrival?
How many e-mail are no answered and how long?
...

Can anyone recommend good tools to do such kind of statistics?

Thanks,

Urmas

El Hanioui Mohamed 0 Reputation points

2026-02-28T14:59:51.9333333+00:00
Hi Urmas

You don’t need extra tools for this. You can solve this with what you already have in Microsoft 365.

In about 10 minutes, you can connect your Microsoft Outlook / Exchange shared mailbox directly to Excel as a data source. Excel can read the shared mailbox and load all emails into a structured table with columns such as:

Subject

Sender

Received time

Sent time

Conversation ID

Body (if needed)

Assigned person (if you use categories or flags)

From there, you can clean and structure the table in Power Query and build a dashboard in Excel or Power BI.

With this setup, you can easily calculate:

Emails per hour, day, month

Use the received timestamp and build time-based aggregations.

Response time

By person: if each agent replies from their own account or uses categories, you can measure the difference between received and first reply.

Overall: calculate the time between received and first sent reply in the conversation thread.

Unanswered emails

Filter emails without a reply in the same conversation ID and calculate how long they have been open.

You can refresh the dataset automatically, even close to real time depending on your setup. The dashboard updates as new emails arrive.

I have implemented this multiple times with Excel and Power BI for shared mailboxes working in shifts. It is flexible, transparent, and fully under your control.

Why pay for extra tools when you can build this with a simple setup using what you already own?

Good luck!

1 answer

Your answer

El Hanioui Mohamed 0 Reputation points

2026-02-28T14:59:51.9333333+00:00

Hi Urmas

You don’t need extra tools for this. You can solve this with what you already have in Microsoft 365.

In about 10 minutes, you can connect your Microsoft Outlook / Exchange shared mailbox directly to Excel as a data source. Excel can read the shared mailbox and load all emails into a structured table with columns such as:

Subject

Sender

Received time

Sent time

Conversation ID

Body (if needed)

Assigned person (if you use categories or flags)

From there, you can clean and structure the table in Power Query and build a dashboard in Excel or Power BI.

With this setup, you can easily calculate:

Emails per hour, day, month

Use the received timestamp and build time-based aggregations.

Response time

By person: if each agent replies from their own account or uses categories, you can measure the difference between received and first reply.

Overall: calculate the time between received and first sent reply in the conversation thread.

Unanswered emails

Filter emails without a reply in the same conversation ID and calculate how long they have been open.

You can refresh the dataset automatically, even close to real time depending on your setup. The dashboard updates as new emails arrive.

I have implemented this multiple times with Excel and Power BI for shared mailboxes working in shifts. It is flexible, transparent, and fully under your control.

Why pay for extra tools when you can build this with a simple setup using what you already own?

Good luck!

Answer 1

Hi @Urmas Vanem ,

Welcome to the Q&A Community

I’m here to assist with your problem.

For analyzing usage statistics in a shared Outlook mailbox (likely in Microsoft 365/Exchange Online), such as email arrival rates, response times (overall and per user), and unanswered emails, there are several built-in and third-party tools available. I'll outline the most recommended options based on their capabilities, focusing on those that handle shared mailboxes effectively.

Microsoft 365 Admin Center Reports:

Access via the Microsoft 365 admin center > Reports > Usage > Exchange > Email activity.

User's image

Key metrics supported:

Emails arrived/received by day, week, or month (up to 180 days, with breakdowns by hour via export to CSV for custom analysis).
Overall activity like emails sent/received/read, but no direct response times or unanswered emails. For shared mailboxes, you can monitor basic receive/send counts if the mailbox is licensed or audited.
Export data to Excel/CSV for further breakdowns (e.g., hourly arrivals via filtering).

Noted: No per-person response times, unanswered email tracking, or real-time alerts. It's more suited for high-level trends.

Refer to: Microsoft 365 admin center email activity reports - Microsoft 365 admin | Microsoft Learn

Exchange Online monitoring for Microsoft 365 - Microsoft 365 Enterprise | Microsoft Learn

Monitoring, reporting, and message tracing in Exchange Online | Microsoft Learn

Power BI with Microsoft 365 Data:

Use Power BI Desktop or the web service to connect to Microsoft 365/Exchange data via connectors (e.g., Office 365 Audit Logs or Graph API).

Key metrics supported:

Custom dashboards for emails arrived by hour/day/month (pull from audit logs or email activity exports).
Response times: Calculate overall time from arrival to reply by querying sent/received timestamps; extend to per-person by filtering on sender.
Unanswered emails: Query for received emails without replies, with aging (e.g., days unanswered).
Advanced: Integrate with Exchange Online monitoring for trends like active users or incidents.

Noted: Requires some setup (e.g., API permissions) and Power Query skills for complex metrics like per-shift response times. Not real-time out-of-the-box.

Refer to: Solved: Email Response time from Outlook Exchange - Microsoft Fabric Community

Microsoft Viva Insights (formerly MyAnalytics):

Integrated into Outlook/Teams for personal insights, but can aggregate for shared scenarios via admin dashboards.

Key metrics supported:

Email activity trends (e.g., received by time periods).
Average response times overall (from arrival to reply).
Limited unanswered tracking via focus on unread/unresolved items.

Noted: More focused on individual productivity; less granular for shared mailboxes or per-person in shifts. No direct hourly breakdowns.

Refer to: Use Microsoft Viva Insights in Outlook - Microsoft Support

Personal insights FAQ | Microsoft Learn

We appreciate your kind patience and understanding that sometimes the initial response may not immediately resolve the issue or there may be some misunderstandings about your scenario, but we would love to hear updates from you and find out further suggestions.

Thank you for your kindness and understanding. If you need anything else, please feel free to contact me.

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Anonymous

2025-09-07T23:41:55.5233333+00:00

Hi @Urmas Vanem ,

Welcome to the Q&A Community

I’m here to assist with your problem.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment"

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.
Anonymous

2025-09-09T03:30:25.1266667+00:00

Hi @Urmas Vanem ,

Welcome to the Q&A Community

I’m here to assist with your problem.

I hope this message reached you.

This is my second time reaching out to check if your issue has been resolved. I really want to make sure your experience is as smooth as possible. If your issue persists or if you encounter any new difficulties, please share more details about the current steps you are taking. I am always happy to assist you whenever you need.

While waiting for your response, I will also be monitoring other customer questions on the forum to assist them. If you have any further questions or updates, please tag (@Sting) in the reply so I can assist you more promptly and thoroughly.

I look forward to hearing from you soon.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment"

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Shared mailbox statistics

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