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Does anyone know any integrations or solutions which can help me get metrics on the following:  Customer sends an email with a request to purchase then a rep in our company has to create the sales order. We want to get a metric or KPI on the time between the email send and the sales order created. (currently our NS for outlook plugin is not working)

<@UBW5C2FL2> there’s a lot of moving parts here, for example if there are multiple sales orders which one will you choose and if there are multiple communications which will you choose?

With regards to Outlook consider using  CloudExtend Outlook for NetSuite (I work here). There’s a free version available and it works on Mac, PC, and O365, installs in seconds.
<https://www.cloudextend.io/2018/04/08/why-we-built-our-own-outlook-to-netsuite-integration/>

You could start by creating a search off the Customer record and then filtering for Sales Orders within last 7 days and Messages within the last 7 days. This will at least narrow down your window. Then, in the results, you could subtract he Message Date from the Tran Date of the SO.
This is purely theoretical but I think it will work if tran date is also a date/time field.