EMail Response Time Measurement in Lotus Notes 8.5.1

I don't know anything about Notes (it's been 20 years since I last worked with it) but I expect it does log mail going in and out.  Parsing the log data will be the difficult part, obviously, and there's no guarantee it can be done at all.

An alternative would be to put a "read" receipt on all inbound mail.  At least then you'll know when a user looked at it.  Then you can compare that time to when you receive a response from that user.

Is there some off the shelf solution to push responsiveness to incoming Notes emails?

Maybe something along the lines of a "ticket" based workflow package?

I'm not sure what you mean, but these links might be relevant:

http://www-10.lotus.com/ldd/dominowiki.nsf/dx/Message_Tracking_and_Mail_Security_Log_Files

http://publib.boulder.ibm.com/infocenter/domhelp/v8r0/index.jsp?topic=%2Fcom.ibm.help.domino.admin.doc%2FDOC%2FH_TOOLS_FOR_MONITORING_MAIL_OVER.html

Thanks Paul, will check em out.

Anyone else have a suggestion?

Yeah that wasn't what I was looking for.

I want to be able to measure the gap between when someone get an email, and when they respond.

If it is longer than a certain amount of time, I'd like to be able to have the email forwarded to a 3rd party to have it addressed.

There are issues with what you want to do.  What if the person responds to an e-mail without using the "reply" feature?  You'd have no way of associating the two messages.  Ditto if someone replies using another e-mail service.

I'm not aware of any product that can redirect unread mail after it's been delivered.  Indeed, how would the product know for sure the mail had not been read?  Maybe it was sent to a phone and read there...

If I may, this sounds like a human resource problem and should probably be addressed that way.

Hi there,,

Actually, what I do in real life is

 - As  suggested by "paulmacd"  to look at the logs of the server and see when the message  was received and when it was respond to but this needs a lot of searching efforts and it is a time consuming process .
- Or As Suggested by "paulmacd"  to enable the " return receipt" feature for internal emails then you can know the exact time the user accessed the message .

But in your case for incoming emails from outside the company I highly recommend you to do the following ....

- Create a " Generic Mailbox"  and call it let's say " IncomingRequest"  & an Internet Address of  IncomingRequest@YourCompany.com.
- Inform you customers to start sending their requests to this address IncomingRequest@YourCompany.com.
- Provide the users in charge of the  in coming requests with an access to it and a "Manager" rights . In this case all the messages they response to will have a "message sent by . the user name" at the header and next to the Subject of the email .
- In fact this is the only way I can think about to narrow the whole thing and keep everything under control.

Best Wishes

Thanks guys!