I would like to track light agent activity on tickets, in particular the time they spend when updating a ticket. This is currently only possible for agents via the Time Tracking app, but not for light agents.
Many thanks.
Delivered
Tracking ticket handling time for light agents
@pierugo11 , Found this old thread and was wondering if you ever found a solution for this use case? We're running into the same need on our side. thanks!
- Product Manager
Hi Natalia! Thank you for sharing that this piece of feedback also interests you. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
@natalia14 There is a SweetHawk app called Timers that could potentially achieve that. I have never actually got round to experiment with this option so I can't give you a definite answer, but the app is very flexible and customisable so I am quite sure you could configure it to track the time light agents spend to update tickets. Hope this helps.
Yes - We have the same issue where it would be very beneficial to our processes to have the Time Tracker app work for Light Agents.
- Product Manager
Hey Pulsar, thank you for taking the time to provide us with this feedback and others here on this thread for your thoughts and engagement.
I wanted to share the exciting news!
You can measure your light agents’ ticket handling time with WFM. Here’s what to do:
Hope that helps. Happy to clarify any of the steps!
I wanted to share the exciting news!
You can measure your light agents’ ticket handling time with WFM. Here’s what to do:
- You can sync light agents into WFM and add them to teams, shifts and workstreams, and their time/activity will be tracked like any other agent.
- If you assign a light agent a WFM role (so they’re active in scheduling/reporting), they will consume a full WFM license; plan your seat usage accordingly.
- Best practice: only give WFM roles to light agents who actually need to be managed/scheduled to avoid unexpected license costs.
- If you want help setting this up (role assignment, workstream mapping, or license checks), ping Support or your CSM.
Hope that helps. Happy to clarify any of the steps!
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