I have a requirement to track email activity in metrics for the Case/Incident table, specifically:
- Manual emails sent from a record
- Inbound email replies with update markers
Additionally, I need to differentiate between:
- Internal users (agents or system users)
- External users (clients/customers via email or portal)
Is this functionality available out-of-the-box (OOTB), or does it require customization?
#metrics #metricdefinition #developer
