I am trying (again) to measure response times to emails on cases. I know there are apps I could buy but I would prefer a free solution.
What I am trying to get is: how long does it take us each time to mail customer back after we get an email in so example:
Customer mails in -> Our response -> record time
Let say we close the case or put it on hold
Customer mails us again-> our response-> record time
How do I go about it - I would want to measure an average response time across all mails sent but also (if possible) individual stages
Thanks
Alexander
1 réponse
Hi Alexander,
Have you tried creating a report on Case History or Case Lifetime and Case with emails?
You might be able to work out something with reports. For your ref https://salesforce.stackexchange.com/questions/24743/is-it-possible-to-report-on-email-turnaround-time-in-salesforce
Also try creating a workflow rule on EmailMessage object. and then populate a custom field on Case which can be updated by Email Message recived date and any other values you would like to record.
Thank you
