Time Tracking functionality
The Time Tracking functionality enables you to monitor how much time you and other individuals spend on Conversations.
Two time tracking modes are available:
The timer starts when the conversation is assigned to the users. The timer starts when the users views the conversation, the timer pauses when the users navigates away from the conversation (i.e. closes the browser tab). The user starts and stops the timer manually.
The timer stops and the time log is saved when the user assigns a conversation to another user or changes the conversation status to Closed. At this moment the time review modal window appears allowing you to enter the time spent on a conversation.
This modal can be disabled via functionality settings and time will be saved automatically without showing a modal.
If you need to export to CSV the total time spent on each conversation use the Export Conversations functionality.
Admin can edit all timelogs, individuals – only their own.
Troubleshooting
If time tracking does not pause when you are navigating away from the conversation:
1) Make sure you are by utilizing the latest version of the SMARTICKS and Time Tracking functionality.
2) Make sure that background jobs are running in Manage » System » Status. More info on background jobs can be found here. If the time tracking panel “disappeared” from the conversation keep in mind that the time tracking panel is shown only if the conversation is assigned to you.
