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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Track Email Response Time
Microsoft Dynamics CRM (Archived)

Track Email Response Time

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Posted on by keyur7379 902

Hello ,

I am using CRM 2016 on premise. I have CRM outlook client. When I track email from crm outlook client it will go to crm. user reply from crm regarding tacked mail. I need first response time between (This two mail) incoming mail and outgoing mail.

Is it possible with configuration ?

If not then give me best of customization.

Thanks,

keyur shah

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  • Suggested answer
    keyur7379 Profile Picture
    keyur7379 902 on at

    It is possible using configuration.

    1 . Create one custom calculated field and two custom fields (Data type = Date & time) in lead.

    2.  Create workflow(Entity = Email)and update lead (Regarding lead)

    3. custom filed 1 == empty && custom filed 1 ==incoming then set = Email Actual End date

    4. custom filed 2 == empty && custom filed 2 ==outgoing then set = Email Actual End date

    Enter formula in calculated field to find difference between two date fields.

    Note : If you want to get working day between two dates then you have write plugin code.

    Thanks,

    keyur shah.

  • Community Member Profile Picture
    Community Member on at

    Hi Keyur,

    If you are looking to track your email response time I would highly recommend

    https://timetoreply.com/

    Their software tracks as many mailboxes you want with up to date analytics for all variations of email, including incoming and outgoing.

    Hope this helps!

  • Community Member Profile Picture
    Community Member on at

    Hi Keyur

    Check out Timetoreply.com for a solution to this if you have still not found a way around it.

    Thanks,

    DevonJ

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