Record Time (My time worked) | Automatically Track

inavarretem · ‎03-10-2025

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 · ‎03-11-2025

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

View solution in original post

inavarretem · ‎03-11-2025

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 (attachment)