Reduce your transactional backlogs and transactional cycle times by 50% each in 45 days! Step 1

Ok, you want to want to be a Lean Six Sigma Rock Star. This is the first step in reducing your transactional backlogs and transactional cycle times by 50% each in 45 days.
Have your employees who resolve your customer issues, cases, complaints, bugs or whatever, document all the tasks they do in a month and how much time is spent doing each task. To make it easy, create a spreadsheet for them to populate.
Examples of tasks are; answering email, training, meetings, special projects and so on.
After they have done so, review the document to understand how much time they spend doing other things rather than the primary activities and tasks they were hired to do.
What are thoughts? What have you learned? What percentage of their total time is doing things they weren't hired to do?