Time Tracking

Overview

To help you manage activity against your SLAs, Enate allows users to track the time it takes for work items to be completed, both as an overall total and broken out by the various resources who may have worked on it.

The time tracker records the time of each individual browser session that the item is worked on; time is tracked whenever a work item is open on-screen, regardless of whether it is assigned to the user or not and regardless of what state the work item is in. The time tracker runs for one single work item at a time within a browser session and will run for a work item tab when it gets browser tab focus. It continues to run even if the browser is minimized, if the computer is in lock screen etc.

In the scenario where work item A is open (with the timer running) and a further work item B tab gets opened, the timer will stop on item A and switch instead to item B. Flipping between these work item tabs would equally switch which one the time tracker is running for.

Time tracking halts when the work item tab is closed and in the event of a browser/machine timing out.

See here for more details about when time is tracked or not tracked in the Time Tracker card.

Important note: Clicking directly on an email in any of the Email View tabs will start the time tracker running for that work item and would stop time tracker running for any other work item tab it had been running on immediately prior to this.

The card displays the length of time of the current session, a combined total of the length of time of all previous sessions, and - for Actions and Tickets - the expected time required to complete the work item.

Note: You are able to pause and reset the time being recorded for the current session, regardless of whether or not you are the work item's assignee.

Additionally you can edit the time of the current and your previous recorded sessions, regardless of whether or not you are the work item's assignee. However please note that only Team Leaders are able to edit the time recorded by other members of their team, whereas Team Members are only able to edit the time recorded for their own sessions.

Viewing Previous Recorded Sessions

Expanding the Time Tracker card displays the recorded time for previous sessions, as well as who was working on the work item during that session, how long the session lasted and if the session's recorded time has been edited.

Clicking on the information icon lets you see the date and time when the session was recorded and, if the work item is a Ticket, which category it was assigned to during that session.

Editing Recorded Times

You can edit the time of the current and previous recorded sessions, regardless of whether or not you are the work item's assignee. However please note that only Team Leaders are able to edit the time recorded by other members of their team, whereas Team Members are only able to edit the time recorded for their own sessions.

Manually editing the current time-on-task will save that edited time as a new row in the history.

You will be able to see further information including when an edit was made and who by when you open the card in full-screen mode.

Note that time tracker values for work performed by robots are read-only.

Viewing Edited Times

You can click the expand icon to open the card in full-screen mode. Here you can see the length of time of the current session, a combined total of the length of time of all previous sessions, and, for Actions and Tickets, the expected time required to complete the work item. You will also be able to see more detailed information about the individual session, as well as information about edits made to the recorded time:

Column	Detail
User	Who was working on the work item
Time	The start and end time and total length of time of the recorded session
Date	The date when the session was recorded
Time Edited By	Who last edited the session's recorded time
Time Edited To	What the session's recorded time has been edited to
Date Edited	The date when the session's recorded time was edited
Ticket Category (Ticket Only)	The category that the Ticket was in when the time was edited

Expected Time

The expected time required to complete the work item can be configured in Builder for Actions and Tickets. Note that this information will only display if:

• An Estimated Effort value has been entered for this Action / the selected Ticket Category in Builder.

• The system-wide setting to display estimated effort is set to On.

When is time tracked / not tracked?

Time is tracked whenever a user has the work item open and displayed on-screen. Time will not be tracked when the Time Tracker Card has been paused. You can find more detailed information about whether time is tracked or not in a particular scenario from the table below.

Scenario	What happens with the running counter
Work item is open on-screen - assigned to me / not assigned to me	Time is tracked
Work item tab is closed	Time tracking stops and the current time tracking session is ended. Any subsequent activity will start a new time tracking session.
User selects a different work item tab	Time tracking for the original work item pauses when it is not open on-screen, since a different work item tab opened more recently has been opened.
User re-selects the original work item tab	Time tracking starts again as part of same session. Time tracking for the other Work Item (if its tab is still open) pauses.
Composing email for a work item in an email pop put while the work item tab is still selected in the main browser window	Time is still tracking
The browser is minimised, but the work item tab is still the selected work item tab in browser window	Time is still tracking
The computer is locked, but Enate was still running and that work item tab was still in open on-screen	Time is still tracking but will stop upon Enate session timeout
User logs out of Enate session	Time tracking stops and the current time tracking session is ended. A new time tracking session will be started when the user logs back in.
The browser is closed unexpectedly / computer is closed unexpectedly / internet connection is lost	The Enate system will have a record of the most recently polled time (within last 3 minutes) and the current time tracking session is ended. A new time tracking session will be started when the user logs back in.

Additional Time Tracking Information

The Enate system will always keep a record of the automatically recorded time (i.e. not manually edited). This is a record of the amount of time which the work item tab was displayed directly on screen. This data is not displayed to you but can be accessed for MI / reporting purposes. Please note that the time tracker tracks ALL accessing of the work item, even after it is completed. Manually editing the current time-on-task will save that edited time as a new row in the history. The ‘time on task’ box will subsequently display the auto-running count of the time since you started the manual edit of the previously displayed value.