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Varun Nagpal Capture time spent on each record
Recently while deploying a service cloud for a customer, there came up a requirement that customer would like to know time spent on every case by their service agents including time spent on attachments and mails related to the case. We used mix of apex classes / javascript / web services to capture the time spent by combination of an external timer and by picking up the id (last 15 digits) from URL of the record on which user is. Currently stuck on how do we get the time spent on emails and attachments as the URL in the end doesn't have the parent case ID. Any suggestions would really be helpful. Thanks