Record Time (My time worked) | Automatically Track

[inavarretem]

We want to implement a feature to automatically track the time an agent spends working on a case, eliminating the need for manual input.

Currently, agents must click a "Record Time" button and manually enter the hours and minutes spent on a case. Instead, we want to automate this process by:

• Starting a timer when the agent opens a case.
• Stopping and recording the time when the agent closes the case tab (not necessarily when changing the case status).

Essentially, we want to track how long the case tab remains open to provide an accurate measure of time spent on each case.

[Vikram Reddy]

Hi @inavarretem ,

You can use metric definitions to achieve this. Metric definitions run on field updates and tracks the transition time for each update

Follow the below steps:

1. Create a new Metric Definition on your custom table by navigating to Metrics -> Definition(metric_definition).

2. Create a new definition:

Table -> your table name

Field -> Assigned To

Type -> Field value duration

3. On your target table, configure related list and add Metrics

4. You'll be able to see the time taken work on that ticket under the related list.

5. The Metrics tracking will be created in a different table

Thank you,

Vikram

[inavarretem]

Hi Vikram,

I think this works great, just had some other questions, can this metric stop counting once the status changes to Resolved or Closed?

I also created another metric to track the case state transition time, and I can see how much time it took to change a case from 1 state no another, but is there any way to create a report with this and merge it with the agents?

What I'd like to see is the performance per agent and see how much time is taking them to move the tickets. I saw that in the reports I can only select 1 table (in this case metric_definition) but there's no way to link the other table (sn_customercases).

[Vikram Reddy · Accepted solution]

Absolutely you can, see below screenshot for reference for similar use case. This is most generic use case for metrics. Also all metrics gets captured in metric_instance table, this table will have start date and end date and id- document id field attached to related record, but it cannot be used for reporting, for my use case I created a task reference field and set the field value through metric script and used it for reporting

Thank you,

Vikram

[inavarretem]

Hi @Vikram Reddy 

I think this works great, I implemented it and I can see how much time this agent has been assigned to the ticket, is there any way to stop the track if the case status changes to Resolved or Closed?

Also I created another metric, to track the status changes.

New -> 11min

In Progress -> 20 min

Resolved -> X min

Closed -> Empty 

But I couldn't find a way to build a report with both tables (cases and metrics) to see something like:

Case | Assigned | Metric_Status | Metric_Time|

CS01| Isaac | New | 10 min|

CS01| Isaac | In Progress | 20 min |

CS01| Isaac | Resolved | 10 min |

CS02| Isaac | New | 10 min |

CS02| Isaac | In Progress | Empty |