Time-accounting report¶

Working time can be evaluated across several dimensions and exported as CSV.

Overview¶

This page explains how to use Time-accounting report and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow¶

Select a period. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Filter by agent, customer, queue, and activity. Use the available search, filter, and detail views. Clear or change filters if expected records do not appear.
Distinguish between billable and non-billable time. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
View totals and individual entries. Use the available search, filter, and detail views. Clear or change filters if expected records do not appear.
Export a CSV file. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

Notes¶

Visible menu items and actions depend on the signed-in agent’s group and program permissions.
Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.
After making changes, test at least one realistic use case with a user in the affected role.