Hi,

Right-click in case header → “Send E-mail message”:
 

Then you will get the following dialog:
 

Hi Cindy,

and what you perhaps want to measure:
How many cases are answered within the first 60 minutes? 120 minutes? etc.

We would like to build a quick model on this data scenario.
Would be the first of his kind. :-)

All the best

Michael

@Michael Kaiser 

Thanks!  This will work fine!

By chance do you know a way to allow contacts to respond as well…

i realize this would be much more complicated to set up