The Work Time Report shows how much time users spent working cases over a selected date/time range.
Data is drawn from individual case work sessions and can be shown either as a summary per user (case count, total time, and average time per case) or as a detailed list of individual work sessions (one row per session, with start time, end time, and duration).
Access
To access the Work Time Report:
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From the Application Function Bar, select Reports > Reports Admin > Case Reports > Work Time Report.
Report Options
The following options are available for this report:
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Field |
Description |
|---|---|
|
View As |
Select the output type of the report: Web Page, CSV, JSON, XML, Excel, Word, or PDF. For more information, see Report Output Types. |
|
Report Title |
Enter a title that will appear at the top of the report. |
|
Time Frame |
Select the time period granularity to use for the report: Hour, Day, Week, Month, Quarter, or Year. If your company has defined a custom named time frame, it will also be available here. |
|
From Date |
Select the start of the date range to report on. Accepts a literal date, or a relative value such as Today, This Period, or This Period-N (where N is the number of periods back from the current one, based on the selected Time Frame). If using a company-specific named time frame, a specific period ID can be selected instead. |
|
Thru Date |
Select the end of the date range to report on. Accepts the same values as From Date. |
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Group by User |
Select this check box to display one summarized row per user, showing Case Count, Total Time, and Average Time per Case. Clear this check box to display one row per individual work session, showing User, Case, Start Time, End Time, and Duration. |
|
Responsible Rep Only |
Select this check box to include only time logged while the user was the case's responsible rep, or was assigned to one of the case's issues. Clear this check box to include all logged work time regardless of the user's relationship to the case. |
Report Columns
The columns returned depend on the Group by User setting:
|
View |
Columns / Details |
|---|---|
|
Grouped view (default) |
● User — the user who logged the time (name/user code). ● Case Count — the number of distinct cases the user worked during the selected range. ● Total Time — the sum of all work time logged by the user during the selected range. ● Average Time per Case — Total Time divided by Case Count. |
|
Detail view |
● User — the user who logged the time. ● Case — the case ID the work session was logged against. ● Start Time — when the work session began. ● End Time — when the work session ended. ● Duration — the length of the work session. Durations are displayed in the format Xd HHh MMm SSs. |
When exporting to a file format (CSV, JSON, XML, Excel, Word, PDF), the exported file uses the same column set as the corresponding on-screen view (grouped or detail) and includes a description/link to the generated file rather than displaying results inline.
Filters
Unlike the ad hoc, fully configurable filters available on some other reports, the Work Time Report's result set is controlled entirely by the options above — Time Frame, From Date, Thru Date, Group by User, and Responsible Rep Only.
There is no separate Filters tab or category/operator/value filter builder for this report, and no site- or department-level filter; the report always runs against the time logged by users within your company.
Favorites
Report options can be saved as a Favorite. When a user opens the favorite, the report re-runs with the saved Time Frame, date range, and grouping/rep-only settings, letting a user or representative quickly re-check their own recent work time.
Access and Permissions
Access to the Work Time Report is controlled by the Report: Work Time system function (w_opt_worktime_report).
Users without this permission will not see the report in the Reports menu and will be redirected with an "Unauthorized access" message if they attempt to access it directly.