ExpertConnect will automatically track phone and video call time durations within a ticket. Advisors can also manually track their time within a ExpertConnect ticket to record activities that didn't automatically track.

You can add manual time in the Time Tracking section of a ticket. The total time tracked in a ticket will be available when you Download Ticket Reports. You can also add Job Codes to timed activities in a ticket.

Mobile App

Web Dashboard

You may also monitor how quickly your team responds to unassigned tickets with the Time to First Response metric found in the Dashboard tab on the web browser. This metric displays the median time to act on an unassigned ticket within the last 14 days.