Time recording - task time defaults

[Kelly Logan]

Hello all!

I am looking to use Time recording for Customer Service Management on San Diego with a new implementation of CSM (so I have a lot of flexibility in configuration). 

A priority requirement is to have task time defaults that are tied to categories of cases. These defaults will function as minimum time spent for a complete task, so an agent's recorded time is under the default, the default is what is recorded as the final amount. If they go over, the larger amount is recorded.
For example: An agent works on a customer server reset, a category/subcategory that has 1.5 hours as the default. They complete the reset, record 1.25 hours and close the task. The system records the final time as 1.5 hours.

An agent works on a different customer server reset (1.5 hours). They complete the reset, record 2.0 hours and close the task. The system records the final time as 2.0 hours.

My first thought is to create a custom table that lets me choose category, subcategory and set a time amount, then use that as a reference for a business rule or flow that will fire when a case is closed, compare the time card(s) total to the default and if the default is larger, create an extra time card that makes up the difference. 

My question is, am I missing another aspect of Time Recording for CSM or Time Card Management in general that would let me do this with less customization? I see how rate cards can be used to change cost values, but I haven't found something that works with the hours themselves yet.

Please let me know if you have found something like this, have worked on a similar customization or have any pertinent thoughts on this in general. Thanks for your time!

[Fevzi Yerlikaya]

You're on the right track. Customizing the time recording capabilities to suit your specific needs seems plausible. However, the customization and maintenance might be quite laborious. Based on my experience, having this productivity tracking tool could simplify things. It allows setting different task durations and utilizes potent mechanisms that track time spent on assigned tasks. You could manually input your defaults, and it will record and compare to ensure the minimum task completion time is met or exceeded. This tool doesn't replace Time Recording or Time Card Management in CSM but instead complements them. While it will require an initial setup, its long-term benefits far outweigh the upfront efforts.