hi, experts,

I have the following requirements, can it be done via accessing the EMC DB directly? Which are the tables i should look into?

1. TAT (Turn Around Time) Report
· TAT is defined as the time the email is sent by the customer until the time the agent has responded back to the email.
· TAT Report Requirements:
o TAT per agent
o TAT per skill
o TAT for multiple skills
o TAT for the interval, per skill or per multi-skill
o TAT for the day, per skill or per multi-skill
o TAT for the week, per skill or per multi-skill
o TAT for the month, per skill or per multi-skill
o TAT between “start date” and “end date”, per skill or per multi-skill

2. Tagging of SPAM Emails, Duplicate Emails, Auto-response emails
· Set-up customizable filters to tag SPAM Emails, Duplicate Emails, Auto-response Emails, etc. and exclude these from being routed to the email agents
· Report Requirements:
o SPAM/Duplicate/Auto-response emails per skill
o SPAM/Duplicate/Auto-response emails for the interval, per skill or per multi-skill
o SPAM/Duplicate/Auto-response emails for the day, per skill or per multi-skill
o SPAM/Duplicate/Auto-response emails for the week, per skill or per multi-skill
o SPAM/Duplicate/Auto-response emails for the month, per skill or per multi-skill
o SPAM/Duplicate/Auto-response emails between “start date” and “end date” , per skill or per multi-skill

Thank you.