You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Time on Task for Email Handling

Received Response
edited Nov 22, 2017 2:09PM in Reporting & Analytics for B2C Service 1 comment


Well, I couldn't get anyone to respond to my initial question here so I'll rephrase and move to a different forum to see if anyone has insight.

Any idea how (using reporting or roql) I can determine the time and agent spends on individual emails. I would like to know when they opened an email (start task) and when they replied (end task).

I've been up ad down the incidents and thread tables and have not made much progress. 

See the post below for more info. Thank you.




Service Cloud November 2015

Howdy, Stranger!

Log In

To view full details, sign in.


Don't have an account? Click here to get started!