A support specialist may be asked how much time she spent on a specific project during a specific month, week or day. Now she is able to answer that question by going to the Analytics console. There, she can open the ‘Timesheets’ section. Even though this section was already available for managers and their substitutes, it is new for specialists.
After opening the ‘Timesheets’ sections, a month can be selected to review the specialist’s timesheet for that month. The timesheet summary is provided below the calendar view. It presents the specialist’s time spent by allocation, service or customer. The scope of the summary can be reduced by selecting a week or a day in the calendar.
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Managing risks and delivering successful AI-driven outcomes at the Service Desk
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