The time tracking capabilities within Salesforce provide valuable information on how long agents are spending working cases.
What do you dislike?
The time tracking is limited to how much time an agent spends with the case as the active tab. This has the potential to be inaccurate if agents do sit on the screen while working other support issues.
What business problems are you solving with the product? What benefits have you realized?
Agent Productivity. Benefits have been realized as we've been able to integrate this data into our eWorkforce Management software. This has enabled more accurate workload forecasting.
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