c360 ITSM

"Where did the time go?”

Time Tracking

In customer service, time is money. Every minute wasted on non-value adding tasks impacts your ability to service your customers and meet your service level commitments. However, many support managers can only provide vague details regarding how their support teams are actually spending their time each day. c360 ITSM carefully tracks many different metrics, including:

SLA Relevant VS Non SLA Relevant Time
Total Case Resolution Time
Time In/Out of each phase, hold status and milestone event
Representative Actual Time Worked

These metrics are captured through several different ways, including stopwatch functionality, manual entry, and task time entry.

SLA Relevant Time

c360 ITSM incorporates service calendar functionality with each customer contract, allowing you to designate different service level availability commitments to different customers. For example, you could provide Monday - Friday, 8:00 AM to 5:00 PM support for your standard customers, while providing seven day, 7:00 AM to 7:00 PM support for premier customers.

Ticket Phases

c360 ITSM breaks the main stages of each ticket's lifecycle into distinct phases to allow managers to quickly track the main phases where tickets are being worked and time is being spent. Ticket phases, combined with your organization's response standards, provide key metrics to track and take action when tickets get "hung" in a particular phase and require escalation. Automatically analyze current ticket phases and response commitments with workflow triggering escalations and notifications to management when times approach service commitment levels.

Ticket Milestones

Milestones are similar to phases, but get more granular, describing the key activities that are completed during a ticket's lifecycle. Delivered ITSM Milestones include:

Ticket Creation
Ticket Assignment
Ticket Resolution
Ticket On Hold
Ticket Closure

Each milestone is monitored with the status clearly indicated on each ticket.

By analyzing the time in and out of each milestone event, organizations are able to better coordinate staff and assign work to teams and individuals. Managers can quickly identify bottlenecks or areas that are incurring time in the ticketing process. c360 ITSM triggers automated notifications and escalations when milestones are delayed, alerting others to action before service level commitments are missed. Managers can utilize this wealth of data to continue making refinements to ticketing processes and procedures to better service customers with their limited resources.

Representative Actual Time Worked

With c360 ITSM, we recognize that even with all of the events that are automatically time stamped and tracked that there will still be a need for support representatives to record actual time they "worked" a ticket.

There are three additional options to capture a representative's time worked:

Stopwatch Functionality
Manual Entry Option
Task Time Entry

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