Email Start and End Times for Time on Task (2 Comments)

Hi all, somewhat new to OSC but have been working with SOAP and REST API's over the last few weeks and have made tons of progress. At first I thought the ideal way of getting data was via ROQL but after finding the 'RunAnalyticsReport' function and seeing the power of the report designer, (and the awesome number of included reports), I've been proceeding down the report path. This should open my question to anyone with familiarity with reports, regardless of your API knowledge. 

 

In any event, I need to determine "time on task" for each chat and email processed by an agent. Thanks the to 'chats' table I can get everything I need from there for chats. However, there is no 'emails' table so I've been going bonkers with the Incidents, Threads and Transactions tables. I tried queue stats and various other reports but they dont give me what i need.

 

The incident audit log has basically what I need, new email comes in, gets assigned to an agent, agent sends response. I need to compute the time between agent gets assigned and agent sends response as the time on task. The problem is those dates are off.

 

Here is what really happened:

 

2017-11-14 12:01:50 User sends email

2017-11-14 12:02:40 Agent Accepts Toast Pop Up of Email (Assigned)

2017-11-14 12:03:45 Agent Replies to User and closes Incident

2017-11-14 12:13:15 User re-opens Incident by replying to agents response

2017-11-14 12:15:10 Agent Accepts Toast Pop Up of Email (Assigned as Updated)

2017-11-14 12:15:30 Agent Replies to User and closes Incident again

 

My time on task would be from 12:02:40 to 12:03:45 (1m 5s) plus 12:15:10 to 12:15:30 (0m 20s) for a total of 1 minute and 25 seconds.

 

Here is what shows on the Incident Audit Report

 

2017-11-14 12:01:50 Created

2017-11-14 12:01:50 Queue

2017-11-14 12:03:45 Edit

2017-11-14 12:03:45 Assigned

2017-11-14 12:03:45 Status Changed

2017-11-14 12:03:45 Response Sent

2017-11-14 12:03:45 Sent

2017-11-14 12:13:15 Edit

2017-11-14 12:13:15 Status Changed

2017-11-14 12:15:30 Edit

2017-11-14 12:15:30 Status Changed

2017-11-14 12:15:30 Response Sent

 

Notice I'm missing the 12:02:40 action item and the 12:15:10 action item which is when the agent accepted the emails. For some reason the system is not properly capturing those times even though there seems to be the proper action items of EDIT and ASSIGNED.

 

Anyone have thoughts as to whats happening here or to point me in an entirely other direction for determining time on task. I'm open to any solution. 

 

Thanks in advance, Dan.