Hi All , How does the "Accounted Time" feature work , does the agent simply enter the amount of "real" time spent on a ticket , and is this measured in hours/minutes/value? TIA -- Regards , @-----------------------------@ | Danie Theron | | Systems Administrator | | Verpakt Management Services | | email : danie@verpakt.com | | tel : +2711 6020117 | @-----------------------------@ If you dislike change, you're going to dislike being irrelevant even more. Only two things are infinite, the universe and human stupidity, and I'm not sure about the former. "Time is an illusion. Lunchtime double so." (Douglas Adams.) ------------------------------------------------------------------------------------------------------------------------------------------ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ------------------------------------------------------------------------------------------------------------------------------------------