To generate time metrics based on tags you need to:
A) assign a unique tag to each member of your team.
B) do nothing. Tags are applied automatically.
C) label all messages in with tags in batches at the end of a 24 hour cycle.
D) apply a tag to either the inbound message or your outbound response.
https://www.youtube.com/watch?v=ZEtMFKMSLBc