Work Clock

Each Case page in Emplifi Agent has an internal clock that tracks the total amount of time that agents spend working on a case. Managers can use this data in various ways on reports. The time can be reported on the Frequency, Chart, and Case Listing reports. The Chart and Frequency reports show the Average Work Time spent on cases broken down by agent, reason, or any case/issue field. This allows a manager to see where time is being spent and where process improvements may be needed.

When a new case is created or an existing case is opened, the clock starts and begins incrementing the time. The clock stops when the case is saved or when an agent clicks the Toggle Work Clock button. You can view the total work time on the Case page.

The Toggle Work Clock button must be enabled by your system administrator.

To manually start or stop the clock:

1. Click the Toggle Work Clock button on the Case page banner. The button will display either green or red. Clicking the clock will do the following:

Button	Description
	The green clock means the clock is on and incrementing the time spent on the case. This is the default.
	The red clock means the clock is off. Once you click this button, the Work Time field is updated with the time spent on the case.

2. Click the Save button before existing the case.