Custom "Customer support report" for 'Initial response time'

[Johanns]

Hi.

Does anyone perhaps know of a way to create a custom report that will display the initial response time of all cases.

The problem is that initial response time can be triggered by a call event or email reply, and so far i have been unable to create a report that will give me an accurate response time from the time the case was created until a call event or email reply time was logged.

I have create a report that will show all email responses and then had it exported to Excel and ran a macro but this has also not been very consistant and did not include any events that has taken place.

Any information would be greatly appreciated.

Johann

[Gemini@Work]

With APEX, you could add some code so that when either the "Send an Email" or "Log a Call" buttons were selected, it would initialize a "First Response" custom field on the Case object with the current date/time.  Your "Time to Respond" metric is the diff between "First_Reponse__c" and "CreatedDate".

[Johanns]

Thanks you for that information.

I have not really worked with the APEX code yet but will certainly give it a go.

The solution I understand and makes sense.

I guess you would just have to add another variable to mark the initial response as completed, so that the initial time will not be overwritten when the buttons are selected right after each other.

Cheers

[Big Dog]

I am new, can i get a more detailed explanation?