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Time and Labor Tracking by Ticket
In progress
Allow agents to record time spent working on individual tickets, including multiple work sessions and entries by different staff members. Time entries should support reporting by ticket, technician, team, category, location, and other relevant attributes to help evaluate workload, resource utilization, and support costs.
Use Case
An agent records the time spent troubleshooting and resolving a ticket. Management can report on total labor hours by technician, school, issue type, project, or service area to better understand workload, identify resource-intensive issues, evaluate staffing needs, and estimate the true cost of support activities.
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