Dynamics 365 (2016) on prem. I need to create a way to log the time I takes to reply to a customer email.
The scenario: customer (contact) emails us and the email ends up in our tech support queue. Our tech support can either reply directly to the email or convert to a case and then respond to the email. I need to log on the outgoing email form the time it takes from when the contact's email first entered the queue (created on time works) to when we respond to the email.
We were looking at Modified On time on the initial email which is mostly accurate. We close out the incoming email via a workflow after replying to it. This works when we directly reply, but in the scenario where the user converts to a case before emailing then this closes the email out before we actually reply. In those scenarios the actual response time can be anywhere between a few minutes off to an hour or two depending on the scenario.
is anyone doing anything similar and have a solution that works?
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