Hello good afternoon everyone.

I am told that we need to start tracking our customer email response time from the customer service emails into our shared Outlook mailbox which is maintained by three membes of staff.

I do not think we can do this with any the add-ins from Outlook and none of my IT colleagues in our Global Group currently appear to have this setup.  I have found some free software on the net but none so far that fits the bill.  Does Microsoft partner any software houses producing software of this nature either free add-ons or reasonably priced, about which someone could advise me please?

We use Exchange through O365 with E3 licences, our mail is synchronized with our Active Directory which is also synchronised through our European Group FM servers

Many thanks

Kind regards, Nickowiz

What is the schedule for this reporting? I mean does this report has to be pull every hour, every half day or everyday?

I believe this should be achieved with PowerShell.

If I understand your query exactly, You may calculate hourly email traffic using Message Tracking Logs and Log Parser. Please refer to this informative blog and I hope, it should help you : http://exchangeserverpro.com/calculate-hourly-email-traffic-using-message-tracking-log-parser/

If you wish to get these reports in more depth ,you may also consider on this automated solution (http://www.exchangereports.net/) which helps to gather the minutest details on different characteristics of Exchange server into real time and after collecting information from different sources, it processes and produces useful reports on them.

Hi Ronnie

Thanks for the link to Exchange Reports

It looks pretty good and would probably do what I need it to, however, I am on a hosted solution  - O365 is cloud based and these guys aren't working on software for a hosted soltion.

Also I am not looking for volume reports through PowerShell or a log parser as such, my senior management wants to know the time it takes for our customer service people to respond to our customers' sales queries or complaints, per inbound message

Any thoughts at all?

KR, Nick

Hi Nickowiz,

According to your description, I understand that you want to track the respond time between service people and customer by E-mail.
If I misunderstand your concern, please do not hesitate to let me know.

We can use Message Transport log, Protocol log or other Exchange log to monitor inbound and outbound message. Those tools usually used for mail flow troubleshooting.
Unfortunately, those tools cannot intelligent query all message with same sender, recipient, subject and so on conditions, then generate a form or list.
This function may be achieved by script. More details about Exchange Script, please refer to relevant forums:
https://technet.microsoft.com/en-us/scriptcenter/dd742246.aspx

By the way, this forum is related to Exchange server. Please contact Office 365 Team so that you can get more professional suggestions, for your reference:
http://community.office365.com/en-us/default.aspx

Best Regards,
Allen Wang

• Edited by Allen_WangJFMicrosoft contingent staff, Moderator Wednesday, January 28, 2015 7:23 AM

Hi Nickowiz,

According to your description, I understand that you want to track the respond time between service people and customer by E-mail.
If I misunderstand your concern, please do not hesitate to let me know.

We can use Message Transport log, Protocol log or other Exchange log to monitor inbound and outbound message. Those tools usually used for mail flow troubleshooting.
Unfortunately, those tools cannot intelligent query all message with same sender, recipient, subject and so on conditions, then generate a form or list.
This function may be achieved by script. More details about Exchange Script, please refer to relevant forums:
https://technet.microsoft.com/en-us/scriptcenter/dd742246.aspx

By the way, this forum is related to Exchange server. Please contact Office 365 Team so that you can get more professional suggestions, for your reference:
http://community.office365.com/en-us/default.aspx

Best Regards,
Allen Wang

• Edited by Allen_WangJFMicrosoft contingent staff, Moderator Wednesday, January 28, 2015 7:23 AM

Hi Nickowiz,

According to your description, I understand that you want to track the respond time between service people and customer by E-mail.
If I misunderstand your concern, please do not hesitate to let me know.

We can use Message Transport log, Protocol log or other Exchange log to monitor inbound and outbound message. Those tools usually used for mail flow troubleshooting.
Unfortunately, those tools cannot intelligent query all message with same sender, recipient, subject and so on conditions, then generate a form or list.
This function may be achieved by script. More details about Exchange Script, please refer to relevant forums:
https://technet.microsoft.com/en-us/scriptcenter/dd742246.aspx

By the way, this forum is related to Exchange server. Please contact Office 365 Team so that you can get more professional suggestions, for your reference:
http://community.office365.com/en-us/default.aspx

Best Regards,
Allen Wang

• Edited by Allen_WangJF Wednesday, January 28, 2015 7:23 AM

Hi Allen

Thanks for the update and the advice, i was really looking for something simple and I dont think what you are suggesting is what my CFO is looking for, but....

Thanks again,

Kind regards

Nick

Hi Nick,

I came across your posting and I am looking to do the same exact thing.  Was wondering if you have found a solution that you can share with me?

Hi there

I didn't find anything suitable, easy to run with little or no maintenance so we've put this on ice I'm afraid.

If I do come accross anything I'll let you know, perhaps you could do the same for me

Many thanks, kind regards, Nick

Hi,

I am facing a similar situation. Did you manage to find a solution?

Regards

Dave

Hi Dave

I haven't I'm afraid so I am going to put this on ice for a bit

KR, Nick