Queue Handling stat in the CCPulse

[anandapriyan]

Team,

We have build the custom stat to display the handling time for agent to display in queue using the following stat.

HandlingTime:
MainMask - CallReleased,CallMissed,ACWCompleted,ACWMissed
Subject - DNAction
Category - TotalTime
Objects - Queue,GroupQueues,RoutePoint

But the concern in it is, It does not include the duration after the reply button is clicked by the agent till sending the email. Is there any possible solutions to calculate the after reply duration also. Kindly looking forward for your possible suggestions.