How does automatic time tracking work?

Automatic time tracking records the time an agent spends actively working on a ticket. The timer starts when an agent opens a ticket and stops after 30 seconds of inactivity, providing an accurate measure of actual work time.

Can agents manually submit time entries?

Yes, you can force agents to manually submit the time spent on tickets and add notes if necessary. This provides flexibility for situations where automatic tracking may not capture all relevant work.

What data can be included in time reports?

Time reports can include data sorted by agent, ticket, customer, company, report date, billed date, and type (manual or automatic). Reports can be filtered by time range and exported to CSV format for further analysis.

Time Report

LiveAgent’s time tracking tool enhances team productivity by monitoring ticket resolution time and providing insights for workflow optimization. Integrated with TimeCamp, it offers comprehensive employee monitoring for efficient customer support.

Reporting Analytics Time Tracking Performance

What is time tracking?

Time tracking lets you track time spent by each agent supporting customers and thereby gain a deeper visibility of the overall help desk performance. The time spent is tracked automatically for each ticket when this feature is turned on. Additionally, you can force agents to submit the time spent manually, and add a note if necessary.

Time is tracked only if an agent is active in a ticket (time tracking stops after 30 seconds of inactivity).

Time report features

LiveAgent enables reporting of time spent on all tickets from a specific time range. Individual entries can be sorted by agent, ticket, customer, company, report date, billed date, type (manual, auto). A time report can be exported to a CSV file.

Automatic and manual time tracking

LiveAgent offers flexible time tracking options to suit your team’s needs:

Automatic Tracking - Time is automatically recorded when agents are actively working on tickets
Manual Tracking - Agents can manually submit time entries with optional notes for additional context
Hybrid Approach - Combine both automatic and manual tracking for comprehensive time management

Time report sorting and filtering

Customize your time reports with multiple sorting and filtering options:

Sort by Agent - View time spent by individual team members
Sort by Ticket - Analyze time allocation across specific tickets
Sort by Customer - Track time invested in each customer relationship
Sort by Company - Monitor time spent on different company accounts
Sort by Report Date - Filter reports by specific date ranges
Sort by Billed Date - Track billable hours for client invoicing
Sort by Type - Distinguish between manual and automatic time entries

Export and analysis

All time report data can be easily exported to CSV format, allowing you to:

Share reports with team members and stakeholders
Perform advanced analysis in spreadsheet applications
Integrate data with billing and accounting systems
Create custom visualizations and dashboards
Archive historical time tracking data

Why time tracking matters

Time tracking provides critical insights for your support operation:

Performance Monitoring - Understand how much time agents spend on different types of tickets
Resource Allocation - Identify where your team’s effort is being invested
Billing and Invoicing - Track billable hours for client-based support services
Productivity Analysis - Measure efficiency and identify optimization opportunities
Capacity Planning - Make informed decisions about staffing and workload distribution
Quality Assurance - Correlate time spent with ticket resolution quality

Available in all plans

Time Report features are available in the following LiveAgent plans:

Small - Basic time tracking and reporting
Medium - Enhanced reporting with advanced filtering
Large - Comprehensive time analytics and export options
Enterprise - Custom reporting solutions and dedicated support

Knowledge base resources

For more detailed information about time tracking and reporting, visit our knowledge base: Time Tracking Guide

Frequently asked questions

: Time tracking is a feature that automatically or manually records the time spent by support agents on customer support tickets. This helps organizations gain visibility into help desk performance, agent productivity, and resource allocation.
: Automatic time tracking records the time an agent spends actively working on a ticket. The timer starts when an agent opens a ticket and stops after 30 seconds of inactivity, providing an accurate measure of actual work time.
: Yes, you can force agents to manually submit the time spent on tickets and add notes if necessary. This provides flexibility for situations where automatic tracking may not capture all relevant work.
: Time reports can include data sorted by agent, ticket, customer, company, report date, billed date, and type (manual or automatic). Reports can be filtered by time range and exported to CSV format for further analysis.

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