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Kathy Pilgram (Guidepoint Security) asked in #Ask An Expert
Jan 30, 2020, 3:48 PM

Service Cloud - I need to measure the time an agent spends working a case

Does anyone recommend an app or solution to measure how long a user actually spends on working a case, meaning the actual time the agent worked the case, not the amount of time the case was open because the agent would not have been working on the one case that whole time.  I started using an app called session timer, but unfortunately, you can't report on that app.
4 answers
  1. Eric Praud (Activ8 Solar Energies)
    Jan 30, 2020, 3:54 PM
    Hi Kathy,

     

    It's a bit complex. How do you define they are working on a case? What about email cases, when do they start, when do they stop?

     

    You coudl create a button that agents would need to click when starting working on a case and when stopping working. This could create records in a custom object when starting and updating the same record when clicking on end.

     

    You could then report on this object, however, it depends on the agents clicking the button...

     

    We do this in our org, but we had to define really strict criteria for each case type (chats, emails, phone, web, etc), and we create/update records in a custom object, but we needed code to populate it, and it was quite complex to implement.
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