How does SuperOffice Service count time that an agent spends working on requests, and where can we get an overview of these statistics?
To being with, it is important to know that a request’s status determines how time is counted in SuperOffice Service.
The system comes with a few pre-configured statuses, such as open, closed, waiting for reply, etc. In addition, you can easily create your own statuses. When you do it, in the field Track time as you can specify how the time is going to be counted after a request will get a certain status.
Then, the system calculates the time used both relative to the defined "opening hours" and the whole 24-hour period. The different time frames are: “in queue”, “internal” and “external”. The time counted relative to “opening hours” is called “Real time” and the time counted relative to “24-hour period” is called “Time".
To understand the concepts easier, let's take a look at an example of the request flow illustrated below.
In this example, 10 minutes were spent in the queue, 10 internally and 10 externally. In total, it took 30 min to close the request.
There are a couple of ways to estimate how much time an agent spends on working with a request:
In the statistics module
To access statistics reports on the time spent handling requests in SuperOffice Service, please follow the steps below:
- In the Navigator menu, click on the Statistics (1) button and then choose Standard reports (2).
- There you have a section called Time spent internally, externally, and in the queue, where you will get predefined standard reports on how much time was spent on handling requests.
- To create your own report, click on Request statistics (1) in the Statistics (2) module. This article explains how to create your reports.
In a list of requests or a selection
To create a selection that, shows how much time agents spent on handling requests, please follow the steps below:
- Click on the Requests (1) button and select the Find requests (2) menu item.
- Define the criteria for the search, which will retrieve the request that you want to analyze. In this example, we will check how much time has been spent on handling Administration requests this week. We use Category (1) criteria, Request registered (2) criteria, and clicking Search (3) to get results.
- When you get a list of requests, click on the wrench icon
.
- In the Edit element profile screen, choose which field or fields (1) you would like to see in the request view screen, click on the Add column (2) button. In this example, we want to see how much real time was spent in queue, internally and externally.
- Also, we want to add up the time a request spent in the queue and internally into one value, which would show us how much time requests spent inside the organization. We will call this column “All real time spent internally”. To set this up, click on the View functions button, then in the first field you will be able to choose the mathematical function., Let’s choose Sum (1) in this example. Later you can choose the fields you want to modify., In this example, we’ll choose columns 9 (2) and 10 (3), which represent “Real time internally and in queue”. Once you are done, click on the Add column (4) and the OK (5) buttons to save the view.
- Now, in the request view window, you will see 4 new columns: how much time was spent on a request internally, externally, in queue, as well as all real time spent internally.
- To get a bar with sums of all times, right-click on the section tab (1), then click on Functions (2), then on Mathematical functions (3) and Sum (4).
- You can save this view as a selection, by clicking on the
button and then Save as selection.
