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. ------------------------------------------------------------------------------------------------------------------------------------------
basically yes. I made a small script that increase the time automatically while the operator is writing the response. If you are interested let me know. Daniel Danie wrote:
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
-- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/
Hi Daniel , Yes that would be great , as I want to avoid operators filling in "wrong" times for tickets (my call centre manager wants exact times spent on calls/tickets). I am not that skilled when it comes to scripting , so any help would be appreciated. Just so I understand correctly , while the operator responds to a call/ticket , the time automatically "ticks on" and gets filled into the Accounted Time field? I also assume that this will not be linked to the actual time the ticket was logged/closed? Can this be incorporated into the Stats function on a a "per login/agent" basis (probably getting ahead of myself). TIA Daniel Balan wrote:
basically yes. I made a small script that increase the time automatically while the operator is writing the response. If you are interested let me know.
Daniel Danie wrote:
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. ------------------------------------------------------------------------------------------------------------------------------------------
Here it is attached. You have to copy/paste it at the begining of every .dtl file that loads "Time units (work units):" For example I put it into: AgentCompose.dtl; AgentClose.dtl; AgentForward.dtl and so on. Also you have to remember that this will count only the time when the operator is going to edit the message, so it is not exactly the working time but it is the edit time. Another idea will be to set a default time from where the cont time to start. In my implementation I set it to 1, that means all thecounters will start from 1 not from 0 (I said: an operator needs one minute to figure out what to do with that ticket so you have to change the: <td><input type="text" name="TimeUnits" value="" size="3"></td> line into : <td><input type="text" name="TimeUnits" value="" size="3"></td> (add 1 or more to the value field). This should also be changed to all the .dtl files that you need. Others things to consider: - the . dtl files are located into: OTRS_HOME/KErnel/Output/Html/Standard (or Lite) - the implementation is made for 1.3.2 (as far as I can see it works also for 2.0.2 but the name of .dtl files are sligtly changed but still common sens. I am looking forward for your comments. Daniel Danie wrote:
Hi Daniel ,
Yes that would be great , as I want to avoid operators filling in "wrong" times for tickets (my call centre manager wants exact times spent on calls/tickets). I am not that skilled when it comes to scripting , so any help would be appreciated.
Just so I understand correctly , while the operator responds to a call/ticket , the time automatically "ticks on" and gets filled into the Accounted Time field? I also assume that this will not be linked to the actual time the ticket was logged/closed? Can this be incorporated into the Stats function on a a "per login/agent" basis (probably getting ahead of myself).
TIA
Daniel Balan wrote:
basically yes. I made a small script that increase the time automatically while the operator is writing the response. If you are interested let me know.
Daniel Danie wrote:
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
<!-- start compose form --> <!-- This java script is just for nice to have funktions! --> <script language="JavaScript" type="text/javascript"> <!-- var n_worktime = 1; setInterval ("incTime()", 1000 * 60 ); function incTime() { n_worktime ++; document.forms.compose.TimeUnits.value = n_worktime; } //--> </script> -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/
On Wed, Aug 24, 2005 at 05:00:16PM +0300, Daniel Balan wrote:
[...] Also you have to remember that this will count only the time when the operator is going to edit the message, so it is not exactly the working time but it is the edit time. [...]
We had made a Start and Stop Button around such a function. So the Agent must click Start to count the time. Regards, Alex -- Alexander Koch, mailto: ak@ilk.net ILK Internet GmbH, Akademiestrasse 25 - 27, D-76133 Karlsruhe Tel: +49 (0) 721 9100 0, Fax: +49 (0) 721 9100 191 http://www.ilk.net
participants (3)
-
Alexander Koch -
Danie -
Daniel Balan