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Email Start and End Times for Time on Task

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edited Jun 8, 2022 11:58AM in General Technical Discussions 7 comments


Hi all, somewhat new to OSC but have been working with SOAP and REST API's over the last few weeks and have made tons of progress. At first I thought the ideal way of getting data was via ROQL but after finding the 'RunAnalyticsReport' function and seeing the power of the report designer, (and the awesome number of included reports), I've been proceeding down the report path. This should open my question to anyone with familiarity with reports, regardless of your API knowledge. 
In any event, I need to determine "time on task" for each chat and email processed by an agent. Thanks the to 'chats' table I can get everything I need from there for chats. However, there is no 'emails' table so I've been going bonkers with the Incidents, Threads and Transactions tables. I tried queue stats and various other reports but they dont give me what i need.

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