WorkIt! Case Time Tracking is a fantastic tool ...

Although our organization has changed internal business processes precluding our continued need for this tool, we've successfully utilized it for @10 years to *great* effect across multiple support teams. The convenience, stability, accuracy and ease of configuration/implementation made it a *huge* boon for tracking the amount of time support analysts commit to each Case. In addition, it should be noted that the development and management team of this great product were extraordinarily supportive and responsive to our needs over the years ... we could always count on them to help us with creative solutions. *Strongly* recommend this great product!!!

Good Product - Great Team

We have been using WorkIt for a few years now and it has been a great way to keep up our productivity and find ways to improve it! Recently ran into an issue when upgrading and the CronSights team was incredibly helpful and very quick to help find a resolution to the issue. Definitely recommend this to anyone I meet that is looking for ways to track case productivity!

Best SF Case Time Tracking App

Really love Workit! timer, makes it possible for us to get a handle on case workload and efficiency. Support has always been great!

TERRIBLE SUPPORT

Product works well when it works. Support is absolutely terrible. By far the worst support of any app exchange provider we work with. No urgency, little response, email of questions at 1:00am that they should know the answers to if they bother to login, and they don't seem to care.

Reviewed, reply was sent over email.

Hi Brian, I am reviewing your support experience, thank you for bringing this to our attention. You can expect an email within an hour from this response.

Great Product + Great Product = Awesome Value

We feel very fortunate to have found an incorporated this solution into our Call Center management process. We had a custom calculation used for productivity metrics driving key staffing and compensation decisions. We tried to implement standard OOTB features with Service Cloud and OMNI and even Einstein Analytics before we turned to this tool for our needs. The team went through a rigorous Proof-of-Concept effort with us too demonstrating our statistic could indeed be produced on reports from this tool. We remain pleased and committed to this for another year now. Good luck!

Great Product! Awesome Service and Help!

Our organization started using last year (2019) and we love this tool. Great to see how much time our agents are spending on calls with very little effort on their part. They are very quick to respond to any questions and open to suggestions about future updates for the program!

Great Customer Service and Product!!

We worked with Logan at CronSights to get our implementation up and running. We needed a time tracking solution to track time at the case level in SalesForce. Not only does CronSights solve our need flawlessly, but the service we received from Logan and his team was impeccable. I could not speak higher of this firm. Thanks for everything, guys!

Hi all, I am currently doing a business plan and thinking of implementing this program at the business I work for. Other than the licencing fee's is there any other costs involved? implementation, etc? Thanks Paige

Nancy - no problem, my pleasure! They do track at both levels, you just have to make sure it is configured correctly.

Jesse - This helps a great deal. Thank you for taking the time to answer. Do you by any chance know if you it tracks agents activities at the email level vs at the case level? Thanks again!

Nancy - it really depends on the day. Sometimes we have 2 cases in a day, sometimes we have 15 cases. Our cases are typically more involved, so each one can range from 20 min - 3 or 4 hours to fully resolve. I would say on average, each agent is taken somewhere between 5-8 cases per day. It does track agents handling more than 1 case at once, you just need to have each case open in their own tab. I do this from time to time so I know it works. What I would recommend is adding a time-out period to one of the Status fields. CronSights allows you to set a status for the time you are tracking. For example, I may change the status to "Virtual Meeting" if I am on a WebEx, or "On Call" if I am on the phone. To prevent tracking time erroneously (say the agent opens a case and then walks away from their computer and forgets it is open) we set the default timer to start with a status of "Reviewing". After 5 minutes has elapsed, if the case is on this status it will time out and stop tracking time. We tell our agents to always change the status if they are working on the case. Hope this helps! Thanks, Jesse

Would this be able to give insight on how many emails an agent answers per hour ? Or if they are a multi channel agent, how much time they are spending and how many cases for each related channel? I also would like to know if it supports tracking for agents that handle two cases at once, maybe like phone and chat or two chat sessions?

Invaluable

WorkIt! gives us great insight into where our Customer Success teams are spending their time, and we can quickly and easily report on this information to give breakdowns by customer types, industries, locations and more. After a presentation at Dreamforce '13 on how our organization uses Service Cloud, people were coming up to ask where to find the "time tracking app" I'd talked about, as the value it delivers is immediately obvious.

Fantastic AppExchange App

EnerNOC has been happily using WorkIt! since 2008. Both the product and the team supporting it have been a joy (yes, a joy) to work with. Not only does WorkIt! allow us to manage our support team through the data it collects, but it also allows us to target case types that cause us the most amount of work for root cause improvements. Upgrades have been easy and feature rich. The Cronsights team has been just great to work with, providing amazingly quick responses and going above and beyond when needed. If anyone needs a reference, feel free to contact me! Thanks Cronsights! Peter

Excellent product

WorkIt was extremely easy to set up and use. We had it up and running within minutes, and it was so intuitive that our team needed no training on how to use it. Support was fantastic, they were always quick and friendly. I would recommend it to anyone that needs a comprehensive and flexible time tracking solution.

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