Overview (Advanced Time Tracking)
The advanced time tracking add-on permits time to be tracked automatically, manually or a blend both – and to do so at a very granular level. It uses the built-in time fields in the time-tracking metabox in the free core Awesome Support plug-in and automatically turns off the manual data entry option – using, instead the options provided by this add-on.
Tracking Time
There are three ways to track time:
- Automatic Time – the timer starts automatically every time a ticket is opened and is stopped when a reply is posted.
- Manual Time – the agent adds a time entry for the reply before posting a reply
- Mixed – the agent can manually turn on the timer for each reply or manually enter the time before posting a reply
Additionally, admins can enter time manually for any agent using the master time-log screen.
Time can be tracked and recorded at two levels:
- Reply
- Ticket
Reports
The following reports are provided:
- Time spent by agent
- Time spent by client
- Time spent by ticket
- Pre-invoicing report (dollar amount to be billed to each client)
Billing and Invoicing
- A billing rate can be set at three different levels – the agent, the client and the ticket. The rate set at the agent level is the default rate unless overridden by a client rate or ticket rate.
- An invoicing file can be downloaded with the charges for each client – one line per client
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