Time management can be used in a variety of ways in Halo. It is commonly used to track actions done by agents, how much time they spent on each action and the relationship this may have to any calendars or appointments.
Time Tracking for Agents
On each action a default time can be added to the setup under defaults. This can be the time taken on average for actions of this sort.
Otherwise, on each action you can add the "Time Taken" field. This allows the agent to populate the time taken field for each action manually or using a timer. The field can also be made mandatory so agents must fill this in, done by clicking the pencil and modifying the settings.
Timers are started automatically whenever you press an action button or click into a ticket. Whilst you stay on that screen or have an action open, the system will automatically track how long you spent doing this and populate the time taken field. To update this just press the clock icon next to the time tasken field. Alternatively, timers can also be triggered manually from anywhere in Halo.
Starting a timer manuallycan be done in two ways, you can press CTRL + SHIFT + L to enable a timer or
Click the clock in the top right to open your time sheet pane.
Click start a new timer.
This will automatically begin a timer.
When you stop a timer you're presented with 3 options:
"Log to Ticket" will open a dialog to enter the ticket number and create an action in that ticket with the relevant time.
The other two options will create relevant quick tickets and mark those on your timesheet:
Viewing your Timesheet
All actions with time logged against them will be viewable on your timesheet area by you, any team leaders or administrators. This is presented in chronological order with the ticket's title as the title and the timings for start and end on the view.
The pane on the right hand side (accesible in the top right hand corner of the Halo web app) only displays today's timesheet but you can view other days by clicking "View More Timesheets". In the pane you can click into any entry to view the specifics of it, this will open a new tab with the ticket's action for the entry.
Adding Quick Time
To add quick time, simply press the ⊕ icon next to "Hours Logged", this will open the quick time dialog box:
In the timesheet pane:
Enter any relevant information into the note box.
Select any end-user if necessary.
Enter the time taken and the method of adding i.e. Start/end or start and end. The default time entry method can be set via heading to Configuration>Time Management and selecting the relevant option under the General Settings:
If you track distance travelled for your agents (which is configured via heading to Configuration>Time Management>General Settings):You will be able to record this value when adding quick time:
Add any relevant charge rate.
Halo also provides the option to have quick time logged against an existing ticket in the system. This can be enabled under Configuration>Time Management and selecting the below option found under the Time Logging section:
Once this setting is enabled, you will have the option to search for existing tickets directly from the quick time window:
You will also be able to select a client/end-user and pull up their tickets from the last 30 days.
Upon filling out all the relevant fields, this entry is added now to your timesheet.
In the Timesheet Area
In the timesheets area you can click into any day and add quick time as above. The only place you cannot do this is in the "Timeline" view.
Head to Configuration > Time Management settings to adjust what entries appear on the timesheet. The options in general settings cover the basic features of the timesheets functionality.
The time logging settings drive much of this functionality. The first checkbox asks if you would like to use the feature, the dropdown is the ticket type for quick timeand the final box asks whether any quick timerequires an end-user to be added.