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WorkIt!® Case Timer - Automatic Handle Time Tracking for Lightning \ Classic

What organizations need to reduce handle time and optimize performance

Overview

CronSights Handle Time Metrics precisely measures every action by every user on any service desk or contact center case and pinpoints exactly where to make improvements to reduce overall handle time, optimize performance, and boost customer satisfaction.

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See How WorkIt!® Case Timer - Automatic Handle Time Tracking for Lightning \ Classic Works

  • Measure actual handle times spent by each user, on each action, working on every support case.

  • Identify the bottlenecks in your process, by tracking the actions, products, or case types that consume the most time, and the areas where you need to improve performance.

  • Deliver the metrics needed to make targeted improvements, such as extra training, new handling techniques, and better customer service scripts.

Long wait times are the classic challenge for customer service. Handle Time Metrics gives your managers the metrics they need to identify bottlenecks by action, product, or case type, so you can deliver keenly targeted improvements for greater customer satisfaction. Formerly known as WorkIt!, the new CronSights Handle Time Metrics app has complete Service Cloud console support, operates natively in Salesforce, and easily helps you understand where you need to act to improve your service desk’s handle times. Updated features of version 4.0 include: • Full Service Cloud console support • Delayed timer start and override • Multitasking support with active browser or console tab tracking • New session-type management page • New session contexts, related record tracking, and flexible granularity controls Visit our website to discover why CronSights is the leading performance metrics solution for the Service Cloud.

Categories

Business Needs
Agent Productivity
Industries
Government
Features
Native App
Built exclusively on the Salesforce Platform, ensuring reliability and performance.
No Limits
This product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in Help
Lightning Ready
Optimized for Salesforce orgs that use Lightning Ready.
Managed Package
This product is installed in your Salesforce org as a managed package and receives automatic upgrades.
Native App
No Limits
Lightning Ready
Managed Package

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