Time on Task for Email Handling
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.