How to track email response time in Outlook?

Question

Hi,

is there a way to see response time to incoming email in Outlook? Perhaps by using MyAnalytics, or Viva, but after some research and reading I couldn't really find a solution.

This would be needed for shared mailbox that is used by more than one user.

Specific specs:

Email comes to mailbox -> how long does it take to mailbox member to answer back to the email?

Answer 1

Hi @voldemort12 ,

is there a way to see response time to incoming email in Outlook?

There is no direct way to check the response time form Outlook itself.
After my search, MyAnalytics have some metrics which contain response time.
But in this article, which explains that the response time is the average time you took to respond to a collaborator's email in the last four weeks.
Beside, according to this document, MyAnalytics and Viva all don’t apply to shared mailbox.

So given this situation, you may use the following steps as an alternative.
Step1:To begin with, you should contact your exchange administrator to configure the mailbox to save a copy of the message to the Sent Items folder of the shared mailbox.
Here is an article for reference: save a copy of message to sent items
Step2:After configure that, you can see sent items of shared mailbox from your Outlook client.
when you open the message in Inbox which has been replied, the info bar will show the response time, but the limitation is that you only see the last response time.

In addition, I’ve tried submitted a more direct feature request in my Outlook client. You can also make a suggestion via Help > Feedback > I have a suggestion

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Answer 2

Same issue I am also facing, after doing some homework I have realized that on outlook all incoming message are stored with data table and the sent items share likewise arranged in data table.If we take these two in excel and apply and relate with formula, that's it we could take our response time. this is not simple at least for me. If anyone have updates please share

Answer 3

Emailgistics is a third party tool that can provide reporting on shared mailboxes for users reply times, close times, and even routing emails to the appropriate users, including replies to previous emails. You can heck it out here: www.emailgistics.com. It works directly in Outlook and O365. its also available in app source. If you have any questions regarding it let me know.

Answer 4

Timetoreply.com does exactly this. It works with Outlook (individual and shared mailboxes). It tracks reply times to incoming emails and much more. 15 day trial.