declare @table table
(
	cust_id 	int,
	cust_name 	varchar(20),
	[action]	varchar(20),
	date_time 	datetime
)

insert into @table
select 1, 'john', 'CallOperator', 	'2006-04-10 10:00' union all
select 1, 'john', 'Attend', 	  	'2006-04-10 10:01' union all
select 1, 'john', 'Hold', 	  	'2006-04-10 10:05' union all
select 1, 'john', 'Hold', 	  	'2006-04-10 10:08' union all
select 1, 'john', 'Attend', 	  	'2006-04-10 10:15' union all
select 2, 'jothi', 'CallOperator', 	'2006-04-10 20:00' union all
select 2, 'jothi', 'Attend', 		'2006-04-10 20:10'

declare	@table2 table
(
	cust_id		int,
	cust_name	varchar(20),
	s_action	varchar(20),
	s_datetime	datetime,
	e_action	varchar(20),
	e_datetime	datetime
)

insert into @table2 (cust_id, cust_name, s_action, s_datetime, e_action, e_datetime)
select	cust_id, cust_name, s_action, max(s_datetime) as s_datetime, e_action, max(e_datetime) as e_datetime
from	
(
	select 	s.cust_id, s.cust_name,
		s.action as s_action, s.date_time as s_datetime,
		e.action as e_action, e.date_time as e_datetime
	from 	@table s inner join @table e
		on 	s.cust_id = e.cust_id
		and 	e.date_time = (select min(date_time) from @table x
					where 	x.cust_id 	= s.cust_id
					and 	x.action 	= 'Attend'
					and 	x.date_time 	> s.date_time)
	where 	(s.action ='CallOperator' or s.action ='Hold')
	and 	e.action = 'Attend'
) a
group by cust_id, cust_name, s_action, e_action

select cust_id, cust_name, sum(datediff(minute, s_datetime, e_datetime))
from	@table2
group by cust_id, cust_name