Time Worked - is this updated even if a case is not updated?

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bryanc78
Tera Contributor

‎02-07-2023 08:28 AM

I'm looking to track agent productivity and I'm curious if the Time Worked in a case gets tracked even if the case does not get updated.

 

For example, an agent opens up a record, researches for 20 minutes and then exits the case without updating the case.  Does that 20 minutes show up on the Time Worked table?

 

Another item that is confusing me is trying to run reports to track this daily.  When I try to run reports from that table, I either have a Created or an Updated column to filter on.  I was expecting to see a Time Worked Date field but there is none. If no updates to the case was done, how can I see the Time Worked

 

Same for the worker that is working the case.  I was also expecting to see a Time Worked By but that does not exist either.  Its only Created By and Updated By.  Again, if the user does not make an update, then they won't show up

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bryanc78
Tera Contributor
In response to Bert_c1

‎02-07-2023 09:04 AM

Thank you 

 

So based on this "When you save a task, the amount of new time in the timer is used to generate a record on the Time Worked" you have to save the task.  If they don't save the task, all time spent is erased.

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bryanc78
Tera Contributor
In response to Bert_c1

‎02-07-2023 09:17 AM

That's what I was looking for.  They have to save the record

 

Thank you

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