There is no transparency to identify the total time taken for an agent to work on a particular case and which type of inbound enquiries has the highest rate of neglect from a single agent.
Simply subtracting the case open date from the case closed date won’t provide us with the information we are after because this is limited to the lifetime of a case from opened to closed. In addition, it will not indicate the number of users who opened the case.
I contacted Salesforce support to see if I whether there was a component that could achieve what I was after before investing time into building this, however to no avail.
There are two requirements to this:
- A custom object ‘time log’ to capture the duration
- A Visualforce component that logs the start and end time each time a record is viewed
We firstly create a custom object with lookup fields to the record you wish to track the duration for, in this instance we will use the Case standard object. Next we create a number field in the new custom object to store the duration.
As simple as that! In the Visualforce page, we define a start time when a user opens the page, and create the custom object Time Log when the window/tab is closed by the user.
However, this is only compatible with standard page, it would not work properly in the service console, because we are technically not closing a ‘window’, but a sub-tab within a window.
In the next article, I will explain how it can be solved by using the integration tool provided by Salesforce and how we can report on agent performance with this object.