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Frida Yngve

Hi, 

Our customer is using Amazon Connect with SugarLive. They would like to set up a report in Sugar to track their SLA. Is there any possibility to follow up on the following data in SugarCRM?

- number of incoming chats/calls/mail
- Average Queue time
- Average Response time
- Avrege Handle time

It is possible to follow up on this data in Amazon Connect, but I can't find a way to sync this information to Sugar. 

Best regards, 
Frida Yngve

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  • 0 Sugar Employee Badge

    Hi Frida, 

    Thanks for your post! This is a great question, and unfortunately, right now this information is not available in Sugar out-of-the-box.

    Our Professional Service team might be able to build a customization that does this for you. I don't know for certain if this is possible, but at a glance, it seems like it should be. If you have an account manager, please reach out to them and let them know you're interested in code-level customization with us. If you don't have a direct person to reach out to, please contact us ( https://www.sugarcrm.com/contact/) and we can get you in the right direction.

    If you have any difficulties getting a hold of someone, let me know, and I'll make sure you get taken care of.

    Take care!

    -Raye

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  • 0 Sugar Employee Badge

    Hi Frida, 

    Thanks for your post! This is a great question, and unfortunately, right now this information is not available in Sugar out-of-the-box.

    Our Professional Service team might be able to build a customization that does this for you. I don't know for certain if this is possible, but at a glance, it seems like it should be. If you have an account manager, please reach out to them and let them know you're interested in code-level customization with us. If you don't have a direct person to reach out to, please contact us ( https://www.sugarcrm.com/contact/) and we can get you in the right direction.

    If you have any difficulties getting a hold of someone, let me know, and I'll make sure you get taken care of.

    Take care!

    -Raye

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