Report for email reply time for shared mailbox

Hi Preyash

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:

1. Emails per hour, day, month

Use the received timestamp and build time-based aggregations.

2. 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.

3. 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.

Have a look at this: https://community.fabric.microsoft.com/t5/Power-Query/Shared-Mailbox-Analytics-Average-response-time-and-number-of/m-p/4163077