This blog is part 2 of the series of blogs which detail the case time tracking functionality – available options, limitations and our no-code approach using dynamics 365 for Customer Service CRM. For more information on my earlier blogs , refer below links:
- Why you need to track time for support cases?
- Tracking time spent on cases by your support agents – available out-of-box options and limitations
In this blog, I will explain the solution that we implemented for one of our customers for tracking billable and non-billable times for support cases:
To track the time-spent, create a new custom entity: Case Time-Tracker.
=> Add N..1 relationship with Case entity. (Case entity is set as parent entity to Case Time-Tracker entity).
=> Add fields:
- Support User (lookup for User)
- Category (option-set with values: Std. Support, Consulting, Chat Support)
- Time Spent (whole number)
- Billable (2-option set)
- Description (multi-line text)
Below shows the screenshot for Case Time Tracking form:
Points to note regarding Case Time-Tracking entity:
- Case field should be made mandatory in time-tracking form (if case field is not mandatory then time-tracking form will not open up, when clicking on “+” button above time-tracking sub-grid on case form)
- Create field mappings for “Support User” field, so that it is automatically populated by Case owner when new time-entry is being added from case form.
- Time spent field has data-type “Whole number”. Here time-spent is stored in minutes.
Next, we would like to automatically add the time-spent values in the related time-tracking records and rollup the total value to the parent Case record.
For this, we can add 3 new rollup-fields to Case record:
- Total time spent (minutes)
- Total billable time spent (minutes)
- Total non-billable time spent (minutes)
Next, add the case time-tracking subgrid as well as the 3 rollup-fields to case form, as shown in screenshot below:
Few important points to note regarding the present approach:
- User needs to be informed that the billable time field shown on the case resolution form (which opens up when “Resolve Case” button is clicked) needs to be ignored.
- The total billable time (Rollup field which we created) in Case form will not auto-decrement hours from the entitlement terms on case resolution.
Advantages of this approach:
- Can track billable as well as non-billable times across cases
- Can track time spent on case on per agent basis
- Can easily generate reports to do further analysis of time being spent on cases
Some of the reports / KPI’s that would help are:
Report 1: Time spent by support agents on Cases in last week / month
Report 2: Total time spent on support cases by Customer: Which Customers does my support team spent the most time supporting?
Report 3: Which cases cost my support team the most time last week?
Report 4: Billing report: Building a monthly report for Customer with total time spent on Case (with breakup of each update on the case)?
For questions, comments or feedback email firstname.lastname@example.org !