Time Tracking showing No timelogs to display on some tickets (inconsistent)

3 Comentários

  • Heather Rommel
    Community Moderator

    Hi Michael Axeen

    I've seen this app misbehave if the Agent has more than one browser open or more than one browser tab open.  Also if the internet connection is spotty.  

    Sincerely,

    Heather

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  • Dan Cooper
    Community Moderator

    If you have users that update tickets via the web form or via email, they wouldn't have time tracked either.  If you have the time popups, you might even have users that are typing in a 0 in the timer.

    As Heather mentions, I've seen the occasional issue, but generally I get a good estimate of time when agents are trying to keep their time consistent.  We do allow manual reporting though as well, so that can help even things out if you are seeing large gaps and trust your team to input accurate times. 

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  • Michael Axeen

    Heather Rommel and @DanCooper - THANKS!  Great tips.  I've left the time as only automatic to prevent agents from tweaking the results.  My goal was trying to find out which agents needed help if they were struggling, and this is forcing me to discuss with them how they are working in the tool.  So in that case it is having an effect on retraining me too.  Again, I really appreciate your insight!

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