Add Field to the Outlook Column

[Jason]

Hi all,

I setup a Mailbox (OutLook 2003 + MS Exchange 2003) to be shared by 5 Call
Center staff. The Management wanted to track how fast they response / reply
to each incoming email.

Is it using the "Add Field" method ? Please advise.

 

[Ben M. Schorr - MVP]

Hello jason,

Yes, you can Add Field, but what kind of data are you going to put in there?
Are they going to manually rate the response time or ?

-Ben-
Ben M. Schorr, MVP
Roland Schorr & Tower
http://www.rolandschorr.com
Microsoft OneNote FAQ: http://www.factplace.com/onenote.html

 

[Jason]

Dear Ben,

The Management wish to see how fast they response / reply to each individual
email. The field are suppose to keep track the duration or time taken for
each staff to response. Hopefully can also have field like Who Read the
email, How long they took to read from the moment it enter into the Mailbox
and etc.

Please help. Thank You

Jason

 

[Ben M. Schorr - MVP]

Hello jason,

Ah. Well, that's a bit more complicated. It sounds like you want a field
that actually calculates the response time and that's going to take more
than just adding the field. You'll have to create the code that does the
calculation too and that's a lot more involved.

There aren't any fields in Outlook that calculate that for you.

-Ben-
Ben M. Schorr, MVP
Roland Schorr & Tower
http://www.rolandschorr.com
Microsoft OneNote FAQ: http://www.factplace.com/onenote.html

 

[Jason]

Hello Ben,

Maybe I can start with calculating the time reaching our mailbox and the
time sent ? Is it easier ? Can you teach me ?

Jason

 

[Ben M. Schorr - MVP]

Aloha jason,

Well...I'm afraid what you want to do is far more involved than can really
be easily done in a newsgroup exchange. Your best bet is probably, as Sue
Mosher recently suggested, to export the messages to Excel and do the calculations
there.

If you really need to do it in Outlook you'll probably have to hire a programmer
to create something for you - but I think the Excel solution is ultimately
easier.

-Ben-
Ben M. Schorr, MVP
Roland Schorr & Tower
http://www.rolandschorr.com
Microsoft OneNote FAQ: http://www.factplace.com/onenote.html