LWC Service Console Case Timer (Archived)

Core functionality did not work

Our service center really wanted this kind of tool, but unfortunately it did not work for us in many of our use cases. It simply does not automatically record session times as described. Nothing we did could make it automatically create a session timer entry upon stopping the timer, saving an update, closing the case tab in the console, closing the browser tab, etc. We were able to enable manual logging of times and make entries that way. The timer would only seem to continue if it was the currently enabled browser tab, otherwise it would pause the timer but somewhat randomly add anywhere up to 15 seconds if you were away from the tab for greater than 20 seconds. At least it was very easy to install and configure! In conclusion, the product is very buggy and as it stands, boils down to nothing but a product that can visualize a timer and allow you to MANUALLY record times, but even the accuracy of the timer is highly questionable.

The concept is great, but unfortunately it is unreliable

I like the concept of automatic case time logging based on how much time the tab stays in focus however, it seem the component is unreliable. Sometimes the timer starts automatically and pauses when I navigate away then continues when Im back but sometimes it does not pauses and keeps counting. Usually when the latter happens the session is not logged when I close the case tab. great concept, unfortunately not working currently.

A few queries...

The app looks great on the case page layout however there a few bugs/observations... When a user clicks on the add button - the session time does not update to the session duration, you have to update manually. Followed the guidance note but couldn't find the total time field? Additionally there is a strange spelling mistake on the page layout - seshin tyme? When you click on the page layout the name of the field is displayed correctly..... Instead of Agent, it would be nice to have Name or even a chatter photo :)

Case Times Not Measured

We look forward to being able to use this app to track how long it takes to work different kinds of cases, but the timer currently does not record times for all cases. Until the errors are fixed and the data is complete there is no practical use for this app.

Intermittently recording times

The idea is great, and clearly the community has come across a need for such a component. However, this component fails to perform the fundamental function of recording session times consistently. For instance, it will record the first session time on a case for an agent. Then every subsequent time I load the same case, it will not record sessions even though the duration is > the buffer time configured in custom metadata. I can't pin-point or recreate this consistently. I understand they've added this to their known-issues list, but if it fails to consistently perform the core functionality, and the fact that this issue has been around for a while on their list unresolved, it concerns me.

There are cases where time is not measured.

When I introduced the LWC service console case timer in the ServiceCloudSandbox environment, there were cases where the case display time was not measured. The user guide states that there is a 10-second buffer to prevent duplication, but there were cases where more than 10 seconds were not measured. Please tell us about the following two points. ・Please let me know if there are any conditions under which the case time is not measured. ・What are the conditions under which automatic measurement stops?

Why only Lightning Service Console? - console navigation?

We wanted to use it on the Case object (in Lightning) and tried it with standard and console navigation (not necessarily Lightning Service Console?) and it does not work. We installed, added the permission set, added the component to the Lightning Record Page, and tried different settings.. As a user, we see the component on the Lightning record page, and the timer is running... We then navigate away (after the 10 second buffer) and eventually return to the record to see the timer had stopped while away (good) and that the timer starts up again (sort of good). We were expecting there to be a record of that discrete period of time, but no, it continued.... We then logged in as another user into the same record and they have their own time.... no indication/record that someone else spent time on the record. So it does not seem to be saving. The Quip document is handy, but inaccurate. For example, it says "If you would like users to view Total Time please enable this field for their profile and page layout ", however that field does not exist on the Case object (which is what the screen show below shows) To be fair, we may not have been trying it in Lightning Service Console, but we did try it in a Standard and Console version of a custom App Manager

Pause tracking even if you are looking at case related records

I am trying to use the product in combination with Health Cloud (a repurpose or extension of the Service Cloud). It works fine inside the case, but sometimes to work on the case you need additional information from the account or the contact related with case. In that scenario the package should include some sort of configuration to keep counting the times, as you are still working on it.

Lead to many errors - bad user experience

This package was linked to two different support cases I had to troubleshoot pop up errors that occurred throughout the platform for all of my users. The errors created a terrible user experience and had no rhyme or reason. We finally decided to uninstall the package and find a different solution to calculate our case handle time. It is a cool concept but not worth all of the trouble.

How to interpret the times recorded - they appear double

I try to make sense to the times recorded. I stayed on a case for a certain amount of time x, navigated to another page, and then returned back to the case to stay there a time y. But instead of inserting x and y into the database for sf_caseTimer_Session_Time__c it inserted additional times which seems to be x+the time navigated to other pages, or y+the time navigated to other pages. Can somebody try to make sense of the double entires or how to interpret the entries to get the total amount of time used on a case? Thank you!