Purpose
Emplifi Agent tracks the time spent actively working on an open case. The inactivity timer pauses work-time tracking after a configured period without user interaction and resumes it when activity continues.
How it works
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Activity tracking: Work time accumulates while the representative actively interacts with the case.
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Automatic pause: Tracking pauses when the configured inactivity threshold is reached.
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Automatic resume: Tracking resumes when the representative interacts with the case again.
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Reporting: Paused idle time is excluded from active case work-time calculations.
Use an inactivity threshold that reflects the way representatives work. A very short threshold may pause tracking during legitimate reading, review, or research activities.
Configuration
Administrators can configure the inactivity timer from the relevant work-time settings in system administration.
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Open Administration.
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Open System Setup.
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Open the work-time configuration settings.
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Enable the inactivity timer and specify the inactivity threshold.
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Save the configuration.
Work Time Report
The Work Time Report uses active case work time. When the inactivity timer is enabled, periods of inactivity are paused and excluded from the reported active handling time. This helps ensure that work-time metrics reflect time spent actively processing cases rather than time that cases remained open without interaction.