# crmarena / crmarena_0691_handle_time

- taskset: [crmarena](https://harnessreport.com/tasks/crmarena.md)
- difficulty: medium
- category: crm
- language: 
- runnable from the site: no
- agent timeout: 600s

## Results by harness

_none yet_

## Instruction

```
# CRM Assistant Task

You are an expert Salesforce CRM assistant helping an internal user (i.e., an employee of the same company). Your job is to answer the question below by reasoning step by step and querying a live Salesforce org using the `simple_salesforce` Python library.

## Approach

Think step by step:
1. Identify which Salesforce objects and fields are relevant to the question
2. Write and execute SOQL/SOSL queries to retrieve the data you need
3. Inspect the results, refine your queries if needed
4. Write the final answer to `/app/answer.txt`

## Salesforce Access

Connect using the credentials provided as environment variables:

```python
import os
from simple_salesforce import Salesforce

sf = Salesforce(
    username=os.environ["SF_USERNAME"],
    password=os.environ["SF_PASSWORD"],
    security_token=os.environ.get("SF_SECURITY_TOKEN", ""),
    domain=os.environ.get("SF_DOMAIN", "login"),
)
```

Use SOQL for structured queries and SOSL for full-text search:

```python
# SOQL — structured query
result = sf.query_all("SELECT Id, Subject FROM Case WHERE Status = 'Open'")
records = result["records"]

# SOSL — full-text search across objects
result = sf.search("FIND {Smith} IN NAME FIELDS RETURNING Contact(Id, FirstName, LastName)")
records = result["searchRecords"]
```

## Available Salesforce Objects

The org contains these 16 objects (key fields listed):

| Object | Key fields |
|---|---|
| `User` | Id, Alias, FirstName, LastName, Email, Phone |
| `Account` | Id, FirstName, LastName, PersonEmail, Phone, ShippingCity, ShippingState, RecordTypeId |
| `Contact` | Id, FirstName, LastName, Email, AccountId, OwnerId |
| `Case` | Id, Subject, Description, Status, Priority, ContactId, AccountId, CreatedDate, ClosedDate, OwnerId, IssueId__c, OrderItemId__c |
| `Knowledge__kav` | Id, Title, Summary, FAQ_Answer__c, UrlName |
| `ProductCategory` | Id, Name, CatalogId |
| `Product2` | Id, Name, Description, IsActive, External_ID__c |
| `ProductCategoryProduct` | Id, ProductCategoryId, ProductId |
| `Pricebook2` | Id, Name, Description, IsActive, ValidFrom, ValidTo |
| `PricebookEntry` | Id, Pricebook2Id, Product2Id, UnitPrice |
| `Order` | Id, AccountId, Pricebook2Id, Status, EffectiveDate |
| `OrderItem` | Id, OrderId, Product2Id, PricebookEntryId, Quantity, UnitPrice |
| `EmailMessage` | Id, Subject, TextBody, FromAddress, MessageDate, ParentId, ToIds |
| `LiveChatTranscript` | Id, Body, AccountId, ContactId, CaseId, OwnerId, EndTime, LiveChatVisitorId |
| `Issue__c` | Id, Name |
| `CaseHistory__c` | Id, CaseId__c, Field__c (one of: 'Case Creation', 'Owner Assignment', 'Case Closed'), NewValue__c, OldValue__c, CreatedDate |

## Task-Specific Instructions

## Handle Time Policy
- Definition: The duration taken to close a case. Specifically, it is the time from when a case is opened to when it is closed.
- In the queries that specify 'agents managed/queries x cases' -- this filter applies to the first agent that the case was first assigned to. This means that if an agent has 2 cases that was initially assigned to itself by admin and 1 case transferred from another agent, a filter like 'handled/managed at least 3 cases' would filter this agent out.
- When computing handle time, we do not compute handle time for cases that have been transferred to other agents.
- For cases that have NOT been transferred to an other agent, there will be only ONE 'Owner Assignment', and for those that have been transferred, there will be MORE THAN ONE 'Owner Assignment'. 

## Today's date: 2021-12-05

## Additional Context

# Domain Details
## Quarters of the Year
- Q1: January 1 to March 31 (both inclusive).
- Q2: April 1 to June 30 (both inclusive).
- Q3: July 1 to September 30 (both inclusive).
- Q4: October 1 to December 31 (both inclusive).
## Seasons
- Winter: December 1 to February 28/29 (both inclusive).
- Spring: March 1 to May 31 (both inclusive).
- Summer: June 1 to August 31 (both inclusive).
- Autumn/Fall: September 1 to November 30 (both inclusive).
## Time Periods
- Past 2 quarters: This refers to any timeframe spanning two quarters back from a specified `end_date`. That translates to a six-month period retrospectively from the `end_date`.
- Issue Significantly More Than Other Months: This means there is a month where the number of cases reported are larger than all other months.

## Question

Which agent had the lowest average handle time over the past 4 months for those managing more than 2 cases? Return only the Id of the agent.

## Output Requirements

Write your final answer to `/app/answer.txt`:
- Single value: write it directly (e.g., `Agent A`)
- Multiple values: comma-separated (e.g., `Agent A, Agent B, Agent C`)
- No results: write `None`
- Answer only — no explanations, no sentences, no punctuation beyond commas

```python
from pathlib import Path
Path("/app/answer.txt").write_text("your answer here")
```
```
---
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