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App to track customer reps productivity via email channel
Hello,
Is there any app that would track the time spent by reps on reading, writing emails (email tracking)? The goal is to track the time spent on a case via email channel (time spent in reading email, composing email, etc.,.).
PS: The desire is not to measure the case handling time, instead measure agents productivity via email channel.
Is it a good idea to sunset outlook and use emails through salesforce, so that the time can be measured if any apps are available? Has anyone done this before? Can anyone please guide me?
Thanks.
Is there any app that would track the time spent by reps on reading, writing emails (email tracking)? The goal is to track the time spent on a case via email channel (time spent in reading email, composing email, etc.,.).
PS: The desire is not to measure the case handling time, instead measure agents productivity via email channel.
Is it a good idea to sunset outlook and use emails through salesforce, so that the time can be measured if any apps are available? Has anyone done this before? Can anyone please guide me?
Thanks.
Hi, probably best for this type of question to direct it to the Success Community, success.salesforce.com. There is a service cloud group you could post on. https://success.salesforce.com/_ui/core/chatter/groups/GroupProfilePage?g=0F9300000001pCW&s=service&r=1
Thanks Jason for the direction, appreciated.