View handling time for a case

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for	Public preview	Early access	General availability
Users by admins, makers, or analysts	Jul 2024	-	-

Business value

While working on a case, customer service agents go through case details and the customer’s recent cases and interaction history, and they communicate with the customer through various channels. They also spend time researching offline, collaborating with peers, and taking notes on the case. Automatically capturing the time they spend on a case means they don't have to manually input it. Agents can view automatically calculated case time and add any buffer time as Time logs that weren't accounted for during the calculation. This helps ensure the accuracy of time logged on the case.

Viewing case handling time for each case helps supervisors calculate average case handling time, which they can use for forecasting agent staffing needs and achieve better efficiency. This way, they can better plan their staffing, ensuring that they can meet customer needs while optimizing their operational costs.

Feature details

Agents and supervisors will be able to view case handling time on each case. Key capabilities include:

• Automatic time is captured automatically while the case form is in focus. This captures scenarios such as the agent going through the case details, case timeline, or any operations performed while the case form is open in the background.
• Agents can continue to input the time they've spent on individual activities.
• Agents can input a buffer time manually on a case to accommodate any unaccounted-for efforts they spent on the case that isn't captured automatically in automatic time.
• A case timer is displayed on the case form, which includes Automatic time, calculated automatically, total time tracked by the agents on individual activities, and any buffer time agents might have added manually as Time logs.