Calculate email response time – Microsoft Dynamics CRM Forum Community Forum

Forum Post: Change the Filter On option on Opportunity Associated View for Account form

Hey All

I have a customer service implementation where the customer has requested stats on the response time on incoming e-mails. To do this we have to have some kind of link between the incoming and outgoing mail. I found a text field on the e-mail entity named “In reply to message”. The problem is that the field is somewhat hidden. I can’t add it to views or forms. Does anyone have any idea what this field is used for?

Alternatively I see a field named “Conversation index”. Perhaps that can be used to somehow link the two e-mails?

Any input on how to implement this would be most welcome.

Kind regards, Thomas Rath

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