Email Response Time Tracking and Reporting in Outlook / Microsoft 365

Question

Email Response Time Tracking and Reporting in Outlook / Microsoft 365

Renuka Kaje 0

Hello,

Does Outlook or Exchange Online have a built-in feature to track email response times, identify unanswered emails, and generate reports showing average turnaround times per user or shared mailbox?

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Answer 1

Dear Renuka,

Outlook and Exchange Online don't have a built-in report that tracks first response time, average turnaround time or unanswered messages for individual users or shared mailboxes. Microsoft 365 does include a few related tools, but none of them measure response time:

Email activity report: In the Microsoft 365 admin center under Reports > Usage > Exchange > Email activity, you can see how many messages each licensed user sent, received and read over 7, 30, 90 or 180 days. It doesn't match incoming messages to replies.
Message trace: This shows whether individual messages were delivered, rejected or delayed. It's a troubleshooting tool, not a reporting dashboard.
Viva Insights: This gives licensed users insights into their own collaboration habits. It isn't designed for response-time reporting and doesn't cover shared mailboxes.

If you need this reporting, it can be built with a custom solution. A Power Automate flow can log each incoming message to a SharePoint list or Dataverse table, with fields such as sender, subject, conversation ID and received time. A second flow can detect replies and record when the first response was sent. Power BI can then report on:

Average and median first response time
The percentage of messages answered within your target time
Unanswered messages and how long they've been waiting
Results by mailbox, team member, day or month

Please note this requires some design effort. Matching replies by conversation ID alone isn't always reliable, because subjects can change, threads can split and customers may send several messages in one thread.

I hope this information is helpful and provide you with a clear path forward. Should you have any further questions or need additional assistance, please don't hesitate to reach out. I'm always happy to help. Have a wonderful day!

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