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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
Jul 31, 2024 |
- |
Dec 31, 2024 |
Business value
While working on a case, customer service agents review case details, the customer's recent cases, and interaction history. They communicate with the customer through various channels. They also spend time researching offline, collaborating with peers, and taking notes on the case. When the system automatically captures the time agents spend on a case, agents don't need to enter it manually. Agents can view the automatically calculated case time and add any buffer time as time logs that the calculation didn't account for. This process helps ensure the accuracy of time logged on the case.
When agents view case handling time for each case, they can measure the actual amount of time they spend actively working on the case. Supervisors can use this information to calculate average case handling time. They use this data to forecast agent staffing needs and achieve better efficiency. With this information, supervisors can plan their staffing to meet customer needs while optimizing operational costs.
Feature details
Agents and supervisors can view case handling time for each case. Key capabilities include:
- Automatic time: The system captures automatic time while the case form is in focus. This feature captures scenarios such as the agent reviewing the case details or case timeline, or performing any operations while the case form is open in the background.
- Agent input: Agents enter the time they spend on individual activities.
- Buffer time: Agents add buffer time as time logs manually on a case to cover any unaccounted efforts they spend on the case that the system doesn't capture automatically.
- Case timer: The case form displays a case timer that shows automatic time, total time tracked by agents on individual activities, and any buffer time agents add as time logs.
Administrators can turn on this feature in the Customer Service admin center. For more information about adding the case handling time widget to case forms, see Configure case handling time widget to case forms.
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.
Additional resources
Track your time on cases (docs)