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How do I track an agent’s time spent on tickets?

Date Added: 12th Mar 15 11:30:21

Tracking agent time spent

By enabling time spent you can record the agents time spent on each ticket. This can then be reporting on by date, person and group in Reports.

To enable time spent follow the steps below.

  1. Log into your admin http://www.yourdomain.com/acornaid/admin/
  2. Click on the Menu icon in the top right hand corner of the screen
  3. Go to Settings > Tickets
  4. Tick or untick Request agent time spent on ticket updates to enable or disable the time spent.

The time spent field will now appear in each ticket below the textbox for updates.

By default the time spent will be set to 0:01 (zero hours and one minute). Agents must enter the time manually to record the accurate time spent.

Any quick changes such as moving priority or group will automatically be allocated a minute spent.


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