Metrics used for calculating Logged time in Time Tracking

Question

I am a service level agent and am being recorded on the amount of time it takes me to complete a case. I have been monitoring the Logged time under Time Tracking only to find that in most cases it is not accurate. My best guess is that the Logged time counts the amount of time that the web page is open.

I would like to know what metrics are being recorded to create this value so I do not need to manually edit these values.

Daniel Eads · Answer

Yes - important callout!

The SLA's are grouped under the SLA section and have icons indicating if they are running, paused, stopped, etc.

The Time Tracking fields are in the Time Tracking section and have horizontal bars (and no fancy icons).

unknown · Answer

What you describe sounds more like they're monitoring your SLAs as opposed to how much time you're *manually* logging. Perhaps the discrepancy lay in the difference between the two, as SLAs are more easily metric-ed than logged work.

Logged Time is specifically that - the quantity of time you are manually logging on a ticket (More (...) --> Log Work --> Manually enter the configured fields for your JSD instance). This is what @Daniel Eads comment is focused on.

SLAs are automatically triggered ticking clocks associated with an issue. I would surmise this is what you're actually being measured against. If you hover over the Time value, it will give you the criteria being used for that SLA.

unknown · Answer

Thanks for the information, Daniel. I have been told that there isn't a specific widget instead its an on/off feature. Hopefully this helps you in finding exactly what I am being tracked against.