Time tracking Overview

A feature that allows recording response time for each ticket. Enables accurate tracking of how much time agents spend on tasks.

Purpose and Benefits of Time Tracking

By collecting data such as “average 30 minutes for technical support” or “average 10 minutes for billing-related inquiries,” you can improve operations and resource allocation.

Key Features

Key Points:

  • Ability to record response time for each ticket
  • Can be used for workload management and operational improvement
  • Helps optimize resource allocation
  • Visualizes agent productivity
  • Improves accuracy of cost calculations and estimates