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
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.
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Knowledgebase resources
LiveAgent is a customer service software company that offers various solutions, including VoIP phone systems, inbound call center software, and complaint management systems. The company provides support through demos and free trials and uses cookies on its website. LiveAgent also introduced a new feature to integrate with Slack, allowing businesses to receive notifications about their tickets and updates. The article also discusses aspects of customer service like agent roles, ticketing systems, and the comprehensive glossary of terms related to help desk software. Moreover, the article describes the Agent availability feature to monitor agent availability and generate reports to identify hard-working agents, which can be exported to a CSV file.
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