Aeon2 – Case Time Tracking & Agent Utilization for Salesforce

Simple and automated time tracking

We had a need to track time for our service cases I was very satisfied to find easy and working solution that was easy to deploy and use. I give both thumbs up for this software👍👍 Also there is great persons behind software

Great case time tracking

Service Aeon, fills a huge void in Salesforce by giving insight into agent productivity and handle time on cases. Also, great to show the amount of effort by case or outage, which is instrumental in conversations with product and engineering.

Aeon2 Teaming with Infoblox Support

Aeon2 is a smart and simple way to monitor actions of our support agents and understand their behavior and needs regarding training and general "help" areas to be better Support Agents. On average, we have roughly 250 support agents working in Salesforce Service Cloud. Aeon2 was our tool of choice and worked well for our needs. Infoblox worked well with the Aeon support and development staff, as well. This is always an added plus! A great all-around experience!

Agent productivity tracking: Endless possibilities

Basic usage: We purchased Aeon2 for the basic need of calculating Average Handle Time (AHT) per case. This level of detail has been extremely helpful to understand agent strengths and segment them based on issue types to lower the AHT/case/agent. We also use AHT to understand training needs for continuous agent enablement. Future possibilities: Areas we are exploring currently is to future divide the overall AHT into categories that matter: Time spent using the knowledge base, time spent in other tools, etc. to further improve efficiency and plan for system integrations Overall: Leonid has been an absolute pleasure to work with! He is always open to receiving feature request ideas and goes so far as to even demo potential solutions to my team which I truly appreciate.

Data at a higher level

I started a journey to find a tool that could help me understand where the gaps were in my team. There were a lot of feelings and not enough metrics to tell the true story. We knew when a case opened, we knew when it closed, but we didn't know how much time the engineer actually spent on the case. This crucial data was missing and we could not really understand what our pain points were. Aeon solved our problem. I can now tell you how much time each product, sub category of the product, and the error associated with that product takes to resolve. There is no guessing when it comes to team utilization and product effort. Feelings are gone, data is represented. There are pre-built blended reports in to case data. This means you do not need to mess with custom reporting. I was able to take the current reports / dashboards and customize them into what our organization needed quickly. The organization behind Aeon provided excellent support throughout our integration and testing process. They were flexible and always available same or next day to answer questions. 10/10 for service! Thank you Aeon - you have brought our organization to another level!

This product fills a major gap!

We use Service Cloud to track our customer correspondence for our large retail business. We average about 400 agents 3/4 of the year, but then ramp up to >1300 agents during our busy season. Our workforce management team is challenged to understand where our resources are lagging or maxed out in real time. Out of the box the Salesforce platform was not designed to track end user activity to the level we want to see it. Before we found Aeon2 we struggled with using the Omni-Channel Supervisor to track in real-time where are workforce is at in any given time. Unfortunately, the OCS app cannot be customized and there is no reporting on who is NOT logged into OC. Aeon2 closes this BIG gap! It can track who is not logged into OC and can track agents on a daily/hourly level. We can see how much time they are working on cases, how much time they are idle or working on other projects. This allows our workforce management team to see where the volume is increasing and move our resources to where there is a need. With this tool, we can measure our agents more fairly as well. Instead of expecting our agents to work X amount of cases within an hour we can see which cases are more difficult and need more time. This tool is not just sniffing out our poor performers, but highlighting our top performing agents. This is helping us be better! As you can imagine when evaluating tech that will highlight someone's performance it better be accurate. We did extensive testing & monitoring using other systems to ensure the tracking was accurate. It works! I was particularly impressed in working with Leny. He is super responsive & is a genius with analytics. He was very generous with his time in ensuring that we were leveraging his product to it's fullest capabilities. Another great thing about this product is that you can customize it in the same way you can using custom objects in SF. Great reliable product with a great team behind it!

Smooth, Reliable Time Tracking with Aeon2

We had been using the Salesforce Labs time component and we were having lots of issues with wrong times, some times not getting tracked, etc. It just wasn't very accurate or flexible. We evaluated Aeon2 and pretty quickly signed up. Since getting up and running, aside from a few configuration tweaks we needed to make, it has been pretty set & forget from an Admin perspective and I've not received complaints from Client Ops management (or users) that the time is wrong. Additionally, their support response is fantastic. Both in terms of speed and quality. You'll definitely feel like the Aeon2 crowd has your back! Lastly, in full disclosure, Leonid has promised me a beer at Dreamforce for writing this review but I promise the content is all true!

Aeon2 to Inform Staffing Decisions

I was recently tasked with creating a staff utilization report to make an informed decision on headcount for my team. I would not have been able to pull insightful data without Aeon2. I used the effort reports to determine how much time is being spent by each agent on Support cases. With Aeon2 we are also able to gain insight into which customers require the most effort from our staff. This is information we didn't have accurate information on previously. I am still new to using Aeon2 but look forward to diving deeper into the data we now have access to.

Lightning Case Time Tracking

We had some initial trouble the first round of the trial period, but after speaking with a rep they really helped move this along. We have the fully installed app running in Lightning experience currently and this has made tracking every moment of our support tech's a world easier. We can now fully report on their time spent to accurately track what support issues are most common, where our tech's need additional training, and so much more. I would 100% recommend this app for any org that is looking to easily track case time & work efforts without any custom coding. We strive to keep our org free from as much custom coding as possible and the Aeon2 Case Timer has made that possible.

Case Tracking & Accountability

My organization's Business Service Center tasked us with providing a case time tracking tool. We are Lightning enabled, tested several options, and decided on Aeon2. The tracking is accurate and the reports are what we need to analyze and present needs and decisions to leadership. The support provided with this app has been exceptional, and responses to questions are quick.