Time Analysis

Time Analysis

The time analysis tab in the request details page gives a clear representation of how long the request was handled by each Support rep, stayed with various groups and in various statuses.

The request SLA section displays the response time and resolution time along with the difference in schedule.

The Actual Time Spent section displays the time the request was handled by the group and the support rep.

The time elapsed analysis provides a quick view of the statuses, group, and support rep based on the time period throughout the request workflow.



Hover over the Support Rep bar to view the details of the support rep and the time spent. You can also view the status and group details in a similar manner.


Below the time elapsed analysis, you can view the detailed information on the time elapsed for each group and support rep.

    • Related Articles

    • Time Entries

      Time entries are records of time spent by the support rep on a request. You can manually add time entries to a request from the request details page.   To add a time entry, go to the Time Entry tab in the request details page and click Add New. Fill ...
    • Time Entries

      You can manage all time entries of requests and tasks under time entries list view. To access it, go to Billing>>Time Entries.  By default, time entries across accounts are listed. To view entries of specific accounts, click Specific ...
    • Change language, time zone, time/date format

      To change language, time zone, time/date format, 1. Click the profile icon on the top-right corner and then click Personalize. 2. Select your preferred language, time zone, and time/date formats using the respective dropdown lists. 3. Finally, click ...
    • Time- Entry Additional Fields

      Based on your requirements, the default time-entry record can be customized using different types of additional fields. This is useful to capture additional information pertaining to time-entries.   To configure additional fields:  1. Go to ...
    • Request Details Page

      The request details page provides the particulars of a request in a distinguished manner, thus helping support reps easily find information about the request. The request details page contains three sections: The left pane consists of the list of all ...