It was easy to view our whole team's productivity at a glance. It also has way more data points then we needed and can get very specific into metrics and KPI's you are looking for.

It can be tedious to set up spam filters. Once they are set they work well to filter out data that isn't relevant. But the initial setup can be time consuming if you get a lot of spam or want certain emails taken out.

Early on I got the impression that this software was in its early stages, however the company handled all critiques and answered many of our requests very quickly. The trial period was excellent, allowing us to vet the software before purchase. The price is right for our organization, and their support (one of my most important considerations when choosing a vendor) is the gold standard of responsiveness, knowledge of their software, and friendliness.

This product works as advertised and allows us to see how quickly our various customer facing groups respond to requests made of them. Honestly, a feature that should be baked right in to our email provider, but sadly is not. The customer service is above and beyond excellent. I'm amazed such a small company can be as agile and responsive to customer needs as these folks can. A true testament to the power of cloud offerings. License model is based on data ingest (monitored mail accounts) not number of readers. This allows us to give all team members access that need it, to reports on shared accounts without driving up the cost. The visual presentation / dashboarding is nice.

We uncovered a few security issues early on with the software, all of which were patched within a week of our bringing it to TTR's attention. The interface is not as intuitive as it could be, nor is the company setup. Some features are missing like per-mailbox "open hours" which can as of now only be set at the company level, and static dashboarding for our bill-board type displays in our call center.

Report are good, great to navigate and we'll laid out

Need to differentiate between roles more

It's oddly difficult to find tools that will track email metrics for Outlook - Time to Reply was the solution we needed to better monitor our SLAs.

It's costly for what it does, in my opinion.

We've been able to address staffing, general productivity, contingency planning, communication spikes and increases, and more. The software has been incredibly valuable to our organization.

We were struggling to fully understand the requests coming from our partners and customers. We had an idea but if we could better understand when partners reached out, how they reached out, and how quickly we responded we could drive increased satisfaction. This software helped us to answer all of those questions. It also gave us the ability to see trends for our highest value partners.

It's very standalone. I wish that I had the ability to better integrate with other reports.